Configuration & Knowledge Management Lead

Join our team in a crucial role that integrates Knowledge Management, and Configuration Management to support our client’s network environment. As the Configuration & Knowledge Management Lead, you will ensure that service offerings are easily discoverable, requestable, and fulfillable; that operational knowledge is accurate, accessible, and actionable; and that configuration items are properly tracked and aligned with service delivery.

This position is ideal for a systems thinker who excels in structured, ITIL-aligned environments and is committed to clarity, governance, and operational excellence. You will collaborate with various internal and external partners to uphold high standards in documentation, service lifecycle management, and knowledge dissemination.

You Have:

· 3+ years of experience in ITSM

· Proven experience managing Configuration Item (CI) in ServiceNow, including creation, modification, testing, and publication

· Demonstrated expertise in Knowledge Management, including drafting, reviewing, publishing, and retiring articles in ServiceNow or similar ITSM platforms

· Proven experience and understanding of Configuration Management practices, including tracking CIs, analyzing relationships, and conducting impact assessments.

· A strong understanding of ITIL frameworks and the intersections between service cataloging, knowledge management, and configuration management is essential.

· Ability to coordinate with Service Owners, Catalogue Editors, Approvers, and Fulfilment Groups to ensure service integrity and delivery

· The candidate has the ability to contribute to the development of Standard Operating Procedures (SOPs), refine processes, and analyze performance metrics.

· Proficiency in HTML, along with offline content creation tools like MS Word and PowerPoint, is required for developing knowledge articles.

· Excellent attention to detail and ability to follow structured workflows for approvals, categorization, and lifecycle management

· Clearance Required: Secret.

· Bachelor’s degree. Note: 6 year's work experience may be substituted for a Bachelor's Degree.


Nice If You Have:

· Prior Experience supporting U.S. military or multinational coalition environments.

· Familiarity with international operational procedures, documentation standards, and hosting protocols.

· Experience working in classified or coalition-hosted environments with multi-tiered access controls

· Experience mentoring others and delivering training on knowledge and service management best practices.

· Certified Knowledge Manager (CKM) or equivalent certification in ITSM disciplines