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Knowledge Manager – Servicedesk
| Company | Peraton |
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| Location | Washington, DC, USA |
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| Salary | $104000 – $166000 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Senior |
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Requirements
- TS/SCI Clearance
- BA/BS 6+ years in knowledge management, ITSM, or related fields
- Three or more years’ experience managing an IT knowledge database including technical and / or customer content
- Strong communication: Ability to translate technical concepts into user-friendly content
Responsibilities
- Develop, maintain, and enhance a comprehensive Knowledge Management (KM) framework, ensuring service desk operations are supported by structured and up-to-date SOPs, FAQs, and troubleshooting guides
- Align knowledge base content with ITIL best practices, conduct regular audits, and eliminate outdated or inaccurate information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 customer 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
- 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 the best practices
- Create clear and effective IT knowledge articles to support technical documentation needs
Preferred Qualifications
No preferred qualifications provided.
