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JCS Solutions LLC · 1 day ago

Senior ITIL Network Knowledge Manager

Fort Belvoir, VA

Full-time

Onsite

Senior Level, Lead/Staff

8+ years exp

JCS Solutions LLC (JCS) is seeking an experienced Senior ITIL Network Knowledge Manager to join our IT service management team supporting our DOD customer. The ideal candidate will ensure the quality, accuracy, and effectiveness of our network knowledge management processes in alignment with ITIL4 best practices.

Information TechnologyManagement ConsultingSoftware

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Assist in developing, implementing, and maintaining ITIL-based knowledge management processes for service desk and IT operations

Develop and enforce quality standards for knowledge articles and documentation

Monitor, manage, and maintain knowledge articles within ServiceNow

Conduct regular audits of the knowledge management system to ensure compliance with customer’s policies, procedures, governance and ITIL guidelines

Collaborate with operations and engineering teams to capture, validate, and organize knowledge effectively

Analyze and report on knowledge usage, gaps, and improvement opportunities

Train staff on ITIL knowledge management practices and tools

Ensure knowledge base articles are up-to-date, relevant, and easily accessible

Implement continuous improvement initiatives for knowledge management processes

Coordinate with change management and problem management teams to update knowledge based on incidents and changes

Support continuous improvement initiatives within the incident management function

Qualification

ITIL 4 certificationServiceNowData analysisSQLCommunication skillsProblem-solving skillsInterpersonal skills

Required

Current Top Secret/SCI Clearance. US Citizenship required

Bachelor's degree in computer science, Information Technology, or similar technical field

8 – 12 years of prior relevant experience or Masters with 6 – 10 years of prior relevant experience. Specific experience, education and training may be considered in lieu of degree

Knowledge of the Service Management workflows and ITSM processes

Current ITIL 4 certification and training

Experience implementing and using ServiceNow as a knowledge management repository

Proficiency in data analysis and statistical methods

Excellent problem-solving and analytical skills

Strong communication and interpersonal skills

Ability to work in a fast-paced, dynamic environment