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Knowledge Manager
Ref No.: 19-00483
Location: Washington, District of Columbia
Position Type:Contingent
Experience Level: 10 Years
Start Date: 09/20/2019
Job Req -Additional Info
Shift Work?:No
Work Schedule:TBD
Clearance Requirement:Secret Clearance

The Knowledge Manager is responsible for ITESS knowledge management as well as serve as the IRM Operations (IRM/OPS) Knowledge Manager responsible for aggregating other IRM office content into a consumable product. The ultimate goal of knowledge management is to provide precise, succinct information which reduces ITSC contacts and empowers the customer to access information and resolve issues independently as well as report problems.

It is required that the Knowledge Manager have the experience, qualifications and certifications listed below:
  • Experience aggregating and managing knowledge at the Enterprise level for services in a cross-functional environment with similar requirements in theRFQ.
  • Experience transforming knowledge artifacts from diverse service areas including external content providers into Tier 0 portal and FAQs which demonstratively reduce related incidents and service requests as reflected in key performance indicators(KPIs).
  • Experience identifying new opportunities for incident and service request categories and transitioning those to customer selection options in an ITSM tool serviceportal.
  • Experience vetting/reviewing legacy knowledge for inclusion in a new Knowledge Management System and the transfer of that knowledge in an end-user consumable product.
  • ITIL Intermediate Level Certified. Please state relatedexam/exams.

It is desirable that the Knowledge Manager has the following experience, qualifications and certifications:
  • Experience managing knowledge and successful transfer of knowledge into FAQs and Tier 0, for a Government agency with similar size and scope as the ITESSrequirement.
  • Experience in the development and implementation of a strategic approach tocontent, creation, optimization and deployment across a largeorganization.
  • Experience managing content, KM processes and service portals from thecustomer perspective as well as business to business(B2B)
  • Knowledge management certification. Please state relatedexam/certificate
  • Demonstrative experience implementing and tracking the performance ofcustomer interaction methods and/or portals that incorporated User-centered and/or Human- centereddesign
  • A relevant educationaldegree.