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SCITLS Knowledge Management Analyst
| Company | General Dynamics |
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| Location | Offutt AFB, NE, USA |
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| Salary | $70720 – $95680 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Junior, Mid Level |
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Requirements
- Documentations
- Knowledge Management
- Professional Writing
- Writing
- Certified Knowledge Practitioner – CKP – KM Institute (KMI)
- ITIL v3 – ITIL
- 2 + years of related experience
- US Citizenship Required
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- Align knowledge base content with ITIL best practices, conduct regular audits, and eliminate outdated or inaccurate information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 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
