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.

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