Knowledge Manager

Type of Requisition:
Regular

Clearance Level Must Currently Possess:
Secret

Clearance Level Must Be Able to Obtain:
Secret

Public Trust/Other Required:
None

Job Family:
IT Infrastructure and Operations

Job Qualifications:

Skills:
Information Technology Infrastructure Library (ITIL), Knowledge Base Management, Knowledge Management Tools, ServiceNow Platform, Writing Documentation
Certifications:
None
Experience:
3 + years of related experience
US Citizenship Required:
Yes

Job Description:
GDIT is seeking a Knowledge Manager to support the Army National Guard (ARNG). This IT Service Management (ITSM) initiative modernizes and sustains ARNG's global IT services-including networking, compute, storage, cybersecurity, application hosting, and enterprise infrastructure-across DoWIN-A(NG) and DoWIN-A(NG)-Secret networks.

This is a Hybrid role with up to 2 days telework per week. Onsite presence at our Falls Church facility based on mission and operational needs.

How You'll Make an Impact

• Lead the enterprise Knowledge Management strategy aligned to ITIL 4 best practices, ensuring knowledge assets support operational efficiency, service quality, and mission readiness.
• Serve as the functional owner of the ServiceNow Knowledge Management module, governing structure, taxonomy, metadata standards, and lifecycle controls (user-level governance, not platform administration).
• Establish and enforce knowledge governance standards, including content creation, review cycles, archival procedures, and quality assurance measures to prevent knowledge decay.
• Develop and maintain enterprise writing guidelines and knowledge architecture standards to ensure clarity, consistency, and usability for technical and operational audiences.
• Partner with service owners, Change Enablement, Configuration Management, cybersecurity teams, and SMEs to capture institutional knowledge and support new and evolving services.
• Drive adoption and cultural integration of knowledge-centered practices (KCP/KCS principles where applicable) across the GECOS organization.
• Analyze knowledge usage metrics, search trends, article effectiveness, and content gaps to measure business impact and identify improvement opportunities.
• Conduct periodic knowledge audits to ensure relevance, accuracy, compliance, and alignment with SLA and ISO 20000 service management requirements.
• Provide structured requirements and improvement feedback to the ServiceNow administration team to enhance workflows, search optimization, reporting, and usability.
• Support knowledge continuity during personnel transitions, surge support, and COOP scenarios to preserve institutional expertise.
• Ensure consistent knowledge governance across 54 states and territories in a geographically dispersed environment.

What You'll Need to Succeed (Required):

• Bachelor's Degree and a minimum of 2 years' experience. An additional 4 years of experience may be substituted in lieu of degree.
• Minimum of an active Secret security clearance required.
• DoW 8570.01-M IAT Level II (e.g., CompTIA Security+ CE) certification required.
• 2+ years of relevant IT or enterprise operations experience.
• 2+ years performing Knowledge Management within an ITSM or enterprise IT environment.
• Experience supporting DoD or Federal IT environments.
• Demonstrated experience using the ServiceNow Knowledge Management module within a governed enterprise environment.
• Experience developing content governance standards, knowledge taxonomies, and lifecycle management controls.
• Strong understanding of ITIL 4 Knowledge Management practices and continual improvement principles.
• Experience designing and enforcing enterprise content governance standards.
• Ability to analyze knowledge metrics and translate data into actionable process improvements.
• Proficiency with ServiceNow Knowledge Management and reporting capabilities.
• Experience with Microsoft 365 and SharePoint collaboration environments.

The likely salary range for this position is $76,500 - $103,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:
40

Travel Required:
Less than 10%

Telecommuting Options:
Hybrid

Work Location:
USA VA Falls Church

Additional Work Locations:

Total Rewards at GDIT:
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identity Verification Process:
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.