About the Opportunity
DMI is seeking an experienced Senior Knowledge Manager to lead enterprise knowledge management initiatives. This role is responsible for establishing governance, driving knowledge-sharing practices, and ensuring the delivery of high-quality technical documentation that improves operational efficiency and enhances the customer experience.
Working across Service Desk, Infrastructure, Identity and Access Management, Application Support, and Engineering teams, you will oversee the knowledge lifecycle, champion ITIL Knowledge Management best practices, and develop strategies that increase first-call resolution, improve self-service adoption, and promote continuous improvement throughout the enterprise.
Duties and Responsibilities:
- Lead the development and governance of the enterprise Knowledge Management Program supporting CDC IT operations.
- Establish standards, processes, and quality controls for knowledge articles, SOPs, work instructions, technical documentation, and operational playbooks.
- Collaborate with technical and business stakeholders to capture institutional knowledge and ensure critical operational information is documented and maintained.
- Drive continuous improvement initiatives by analyzing incident trends, service metrics, and customer feedback to identify documentation and process improvement opportunities.
- Oversee the complete knowledge lifecycle, including content creation, review, approval, publication, archival, and retirement.
- Develop knowledge metrics and dashboards to measure content quality, usage, effectiveness, and contribution to service performance.
- Mentor technical teams on knowledge-sharing best practices and foster a culture of continuous learning and collaboration.
- Partner with ServiceNow administrators and process owners to optimize Knowledge Management capabilities, workflows, and self-service functionality.
- Support organizational change initiatives by ensuring documentation accurately reflects system enhancements, process changes, and technology modernization efforts.
- Ensure compliance with IT governance, security policies, and documentation standards across all supported environments.
Qualifications
Education and Years of Experience:
- Bachelor's degree in Information Technology, Information Systems, Business, Technical Communications, or a related field (or equivalent experience).
- 8+ years of experience in Knowledge Management, IT Service Management, Technical Documentation, or Enterprise IT Operations.
- Demonstrated experience leading enterprise Knowledge Management initiatives within complex IT environments.
- Experience administering or supporting ServiceNow Knowledge Management or similar enterprise platforms.
- Strong understanding of ITIL service management processes.
- Exceptional written and verbal communication skills with the ability to communicate technical concepts to both technical and non-technical audiences.
- Experience leading cross-functional teams and driving organizational process improvements.
Required Skills & Certifications:
- Experience supporting HHS or other Federal agencies.
- ITIL Foundation or ITIL Managing Professional Certification.
- Experience with ServiceNow reporting and dashboard development.
- Experience supporting digital transformation, automation, or AI-enabled knowledge management initiatives.
Min Citizenship Status Required: Must be a U.S. Citizen
Physical Requirements: No physical requirements needed for this position.
Location: Atlanta, Georgia
Working at DMI
DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your well-being. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI well-being:
- Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
- Development – Annual performance management, continuing education, tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
- Financial – Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance, and Disability to help provide financial stability for each DMI employee.
- Recognition – Great achievements do not go unnoticed by DMI through the Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, and employee referral bonuses.
- Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.
Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.
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