Today
Public Trust
Mid Level Career (5+ yrs experience)
$115,000 - $120,000
No Traveling
Business - Support
Description
Our client is a leading organization dedicated to delivering high-quality IT services and continuous process improvement across its enterprise operations. They are seeking an experienced IT Service Management (ITSM) professional with a strong background in Knowledge Management to enhance the maturity, governance, and effectiveness of their service delivery processes. This role will play a key part in developing and maintaining ITIL-aligned practices that drive operational excellence and stakeholder satisfaction.
Location: Washington, DC
Pay Rate: $50 - $55 an hour
This is a contract-to-hire opportunity. Applicants must be willing and able to work on a W2 basis and convert to FTE following contract duration. For our W2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.
Responsibilities
Serve as the subject matter expert for Knowledge Management within the IT Service Management (ITSM) framework.
Apply ITIL guidance and principles to analyze business processes, identify service deficiencies, and implement improvements.
Develop and manage governance structures, documentation standards, and process controls for Knowledge Management.
Define, manage, and continuously improve Knowledge Management processes across the organization.
Create, categorize, review, and approve Knowledge Articles, ensuring consistency and alignment with policy.
Gather and incorporate user feedback to improve Knowledge Articles and overall Knowledge Management effectiveness.
Document configurations, workflows, and access controls within the Service Management System (SMS), specifically ServiceNow.
Identify and document system setup and configuration requirements to support Knowledge Management capabilities.
Participate in UAT, process testing, and validation of ServiceNow implementations and upgrades.
Promote adherence to established Knowledge Management processes and policies.
Coordinate with the Continual Improvement Service Manager to address performance issues and failed SLAs.
Develop and maintain process documentation, procedures, and work instructions to standardize Knowledge Management activities.
Monitor process effectiveness, report performance metrics to senior leadership, and recommend continuous improvement initiatives.
Collaborate with IT Practice Managers and other stakeholders to ensure consistent, best-practice service delivery across the organization.
Escalate process issues and risks to management when necessary.
Experience Requirements
5+ years of relevant IT Services experience, with at least 3 years focused on ITSM in the area of Service Level Management or equivalent.
Proven experience with Knowledge Management practices and ServiceNow Knowledge Management module.
Demonstrated ability to develop governance processes, process documentation, and performance reports.
Strong understanding of ITIL frameworks and service delivery models.
Excellent communication, collaboration, and technical writing skills, with the ability to engage both technical and non-technical stakeholders.
Experience conducting UAT and process validation for ITSM tools and system changes.
Education Requirements
Bachelor’s degree in Information Technology, Computer Science, or a related field; or an equivalent combination of education and experience (6 years of experience may be substituted for a degree).
ITIL Foundation Certification required; Intermediate or Expert certification preferred.
Our client is a leading organization dedicated to delivering high-quality IT services and continuous process improvement across its enterprise operations. They are seeking an experienced IT Service Management (ITSM) professional with a strong background in Knowledge Management to enhance the maturity, governance, and effectiveness of their service delivery processes. This role will play a key part in developing and maintaining ITIL-aligned practices that drive operational excellence and stakeholder satisfaction.
Location: Washington, DC
Pay Rate: $50 - $55 an hour
This is a contract-to-hire opportunity. Applicants must be willing and able to work on a W2 basis and convert to FTE following contract duration. For our W2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.
Responsibilities
Serve as the subject matter expert for Knowledge Management within the IT Service Management (ITSM) framework.
Apply ITIL guidance and principles to analyze business processes, identify service deficiencies, and implement improvements.
Develop and manage governance structures, documentation standards, and process controls for Knowledge Management.
Define, manage, and continuously improve Knowledge Management processes across the organization.
Create, categorize, review, and approve Knowledge Articles, ensuring consistency and alignment with policy.
Gather and incorporate user feedback to improve Knowledge Articles and overall Knowledge Management effectiveness.
Document configurations, workflows, and access controls within the Service Management System (SMS), specifically ServiceNow.
Identify and document system setup and configuration requirements to support Knowledge Management capabilities.
Participate in UAT, process testing, and validation of ServiceNow implementations and upgrades.
Promote adherence to established Knowledge Management processes and policies.
Coordinate with the Continual Improvement Service Manager to address performance issues and failed SLAs.
Develop and maintain process documentation, procedures, and work instructions to standardize Knowledge Management activities.
Monitor process effectiveness, report performance metrics to senior leadership, and recommend continuous improvement initiatives.
Collaborate with IT Practice Managers and other stakeholders to ensure consistent, best-practice service delivery across the organization.
Escalate process issues and risks to management when necessary.
Experience Requirements
5+ years of relevant IT Services experience, with at least 3 years focused on ITSM in the area of Service Level Management or equivalent.
Proven experience with Knowledge Management practices and ServiceNow Knowledge Management module.
Demonstrated ability to develop governance processes, process documentation, and performance reports.
Strong understanding of ITIL frameworks and service delivery models.
Excellent communication, collaboration, and technical writing skills, with the ability to engage both technical and non-technical stakeholders.
Experience conducting UAT and process validation for ITSM tools and system changes.
Education Requirements
Bachelor’s degree in Information Technology, Computer Science, or a related field; or an equivalent combination of education and experience (6 years of experience may be substituted for a degree).
ITIL Foundation Certification required; Intermediate or Expert certification preferred.
group id: 10106647
