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SCITLS Knowledge Engineer
| Company | General Dynamics |
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| Location | Offutt AFB, NE, USA |
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| Salary | $79560 – $107640 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior |
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Requirements
- 5 + years of related experience
- US Citizenship Required
- ServiceNow KM & ITSM expertise
- Strong understanding of ITIL framework
- Familiarity with Knowledge-Centered Service (KCS) principles
- Technical writing experience
- Ability to Obtain ITIL 4 Foundation – ITSM Certification within the first 9 months
Responsibilities
- Develop, maintain, and enhance a comprehensive Knowledge Management (KM) framework
- Align knowledge base content with ITIL best practices, conduct regular audits, and eliminate outdated or inaccurate information
- Collaborate with service desk analysts, IT teams, and military personnel to capture critical knowledge and refine support processes
- Provide training and guidance to service desk staff on knowledge resource utilization
- Implement and manage a self-service portal to empower end-users and reduce dependency on direct support
- Analyze ticketing trends and incident data to identify and address knowledge gaps
- Optimize ServiceNow Knowledge Management tools, ensuring seamless ITIL-based service desk operations
- Track and analyze knowledge base usage metrics to drive continuous improvement and automation
- Stay current with emerging trends in Knowledge Management and ITSM to adopt best practices
- Create clear and effective IT knowledge articles to support technical documentation needs
Preferred Qualifications
- Certified Knowledge Practitioner CKP – Km Institute (KMI)
- ITIL v3 or v4 Foundation
- KCS v6 Practices – Knowledge Centered Services
