Knowledge Management Specialist

About This Role

This role involves leading knowledge management development for a global enterprise, focusing on national security through advanced IT solutions for the Department of State. You will work with experienced professionals in an innovative environment, guiding a high-performing team to deliver excellence in IT Service Management.

Responsibilities

• Provide technical/management leadership for KMP development across global enterprise
• Establish enterprise KBA development strategy, conducting semi-annual reviews with stakeholders and coordinating updates
• Establish enterprise SOP development strategy, aligning with ITIL framework and Department standards
• Direct technical documentation strategy, maintaining enterprise architecture and data flow documentation
• Establish training and user enablement strategy, implementing self-help initiatives to improve user autonomy
• Direct KM repository management, ensuring compliance with Federal Paperwork Reduction Act and integrating with operational tools
• Establish website management strategy, ensuring collaboration, content management, records management, and business process management
• Provide technical/management leadership on major assignments, establish goals and plans that meet project objectives, and direct activities with overall responsibility for financial management, methods, and staffing

Requirements

• BA/BS + 13 years of relevant experience; equivalencies considered
• Active Secret clearance
• Extensive experience developing and leading enterprise Knowledge Management (KM) programs, strategies, governance frameworks, and processes within complex IT environments
• Demonstrated experience managing the knowledge lifecycle, including creation, validation, approval, publication, maintenance, review, retirement, and continuous improvement of knowledge content
• Experience developing and governing Knowledge Base Articles (KBAs), Standard Operating Procedures (SOPs), technical documentation, and self-service content using established standards and templates
• Experience implementing ITIL-aligned Knowledge Management practices and integrating KM with Incident, Problem, Change, Service Request, and Service Desk operations
• Experience managing enterprise knowledge repositories, collaboration platforms, content management systems, and/or ITSM knowledge platforms
• Demonstrated experience developing self-service and user enablement strategies designed to improve knowledge accessibility, reduce support demand, and increase user autonomy
• Experience establishing KM metrics and performance measures to assess content quality, utilization, effectiveness, knowledge gaps, and continuous improvement opportunities
• Strong stakeholder engagement and communication skills with demonstrated ability to drive knowledge-sharing, governance, adoption, and collaboration across technical and business teams