Paul Hastings · 15 hours ago
IT Knowledge Manager
Washington, DC
Full-time
Onsite
Mid Level
$126K/yr - $164K/yr
3+ years expPaul Hastings is a leading international law firm that provides innovative legal solutions to many of the world's top financial institutions and Fortune Global 500 companies. The IT Knowledge Manager is responsible for developing, governing, and optimizing knowledge assets supporting IT Support Center operations to drive service efficiency and improve support practices.
AdviceConsultingLegal
Responsibilities
Establish and manage the knowledge lifecycle (creation, review, approval, retirement) in alignment with ITIL Knowledge Management & KCS methodologies
Develop and maintain knowledge article standards, templates, taxonomy, and accountability models; and
Lead governance processes to ensure knowledge quality, alignment with IT operations, and business relevance
Analyze ticket and call data to identify high-impact areas and proactively develop knowledge solutions that support first-contact resolution
Embed knowledge practices into Support Center workflows and promote adoption through coaching, reinforcement, and best practice integration; and
Collaborate with the Quality Assurance process to ensure knowledge content supports accurate troubleshooting and resolution support
Define and track knowledge management KPIs, including usage, contribution, accuracy, and impact on MTTR, FCR, and escalation rates
Conduct ongoing content quality reviews and coordinate improvements based on analyst feedback and trending support needs; and
Use data to identify knowledge gaps and develop documentation that anticipates support requirements
Develop and optimize knowledge content to support self-service channels and AI capabilities within ServiceNow; and
Structure knowledge for compatibility with virtual agents, predictive intelligence, and automated resolution workflows
Deliver ongoing knowledge usage and contribution training for new and existing Support Center analysts; and
Create and maintain competency models incorporating knowledge engagement into onboarding and development pathways
Partner with IT leadership to align knowledge initiatives to strategic objectives, including service quality, scalability, and cost optimization
Provide insight into knowledge trends and risks, offering recommendations to reduce reliance on subject matter experts and increase support consistency; and
Report on knowledge maturity and effectiveness, driving continuous advancement of knowledge practices
Qualification
Required
Minimum 3 years of experience in IT Service Desk/Support Center operations or equivalent end-user support role
Proven experience in knowledge management, documentation strategy, or knowledge transfer within a technical support environment
Strong understanding of ITIL processes (incident, request, problem, change) and how knowledge supports those workflows
Experience using ServiceNow Knowledge Management
Excellent written communication skills and ability to translate technical content into end-user support guidance
Demonstrated ability to influence teams and drive adoption of new practices
Analytical mindset with ability to interpret support data and use metrics for improvement
Benefits
Medical, Dental, Vision, Life/AD&D, Long Term Care, and Short- and Long-Term Disability
Flexible Spending Accounts and Health Savings Account
Healthcare Concierge and Advocacy
Lifestyle Spending Account
Voluntary 401(k) Plan and Profit Sharing
10 Paid Holidays per year and a generous PTO Program
Family Support including Paid Parental Leave, Fertility Benefits, Breast Milk Shipping, Back-up Child Care, Elder Care, and Tutoring
Wellbeing programs (Employee Assistance Program, Relationship Support, Mental Health, Menopause and Midlife Health and Well-Being Events)
Retirement Plan Consulting
Anniversary Bonus Program
Professional Development Programs
Transportation and Commuter Benefits
International Travel Insurance
Critical Illness, Hospital Indemnity and Accident Insurance
Auto/Home/Pet Insurance
Prepaid Legal Insurance
Employee Discounts
And More!
Company
Paul Hastings
Paul Hastings is an international law firm that provides legal solutions to many financial institutions and Fortune 500 companies.
1001-5000 employees
H1B Sponsorship
Paul Hastings has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (14)
2024 (16)
2023 (11)
2022 (14)
2021 (10)
2020 (13)
Funding
Current Stage
Late StageLeadership Team
Gerd Hegele
Partner
Kerry Johnson
Partner
Recent News
2026-01-21
bloomberglaw.com
2025-11-14
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