Global Enterprise Services, LLC (GES) · 17 hours ago
SR. ITIL Knowledge Management Specialist
Fort Belvoir, Fort Belvoir, VA, US
Full-time
Onsite
Senior Level, Lead/Staff
$139K/yr - $154K/yr
8+ years expGlobal Enterprise Services, LLC (GES) is seeking an experienced Senior ITIL Knowledge Manager to join their IT service management team supporting a DOD customer on Ft. Belvoir, VA. The role involves ensuring the quality, accuracy, and effectiveness of network knowledge management processes in alignment with ITIL4 best practices.
Cyber SecurityInformation Technology
No H1B
Security Clearance RequiredU.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
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
TS/SCI with Poly required
Company
Global Enterprise Services, LLC (GES)
Global Enterprise Services (GES) is a SBA certified 8(a) and Service Disabled Veteran Owned Small Business (SDVOSB) that provides Information Technology (IT) and Telecommunications consulting and services.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase