Knowledge Manager

Knowledge Manager

This position is 100% Onsite. This position is in Arlington, VA, with occasional/situational travel.

• US Citizens Only
• Location: Northern VA area -Roslyn, Arlington, Alexandria.
• Mark Center, 4800 Mark Center Drive, Alexandria, VA 22311
• Clearance: DOD Top Secret/SCI

We need someone that will be able to setup an established knowledge management system independent of the Tools Per se.

The Knowledge Manager will be more focused on what documents are in the environment that are used to make decisions:

• Are these documents easily accessible?
• Are the documents up to date?
• Who has the permission to make changes to these documents, and when should they be updated?

There is also the flip side:

• What issues is the organization experiencing that can be resolved with knowledge sharing?
• What documents/process are missing that need to be established?

In one of our system environments, the KM will need to establish the processes and procedures.

Primary Responsibilities

• Develop, in coordination with the Government, Training and Knowledge Transfer requirements and policies.
• Develop, document, and maintain training and knowledge transfer procedures that meet requirements and adhere to defined policies.
• Develop end-user training and knowledge management materials in support of new releases.
• Develop, implement, and maintain a system-accessible knowledge database/portal.
• The Contractor shall maintain and ensure proper retention of all documents, files, presentations, and materials in accordance with system knowledge management practices.
• Support and sustain end-user online/portal access to service requests and incident reports.
• Develop and provide operational reports and dashboards (e.g., daily, weekly, monthly) that provide status of operational activities, production issues and key operational metrics.
• Develop and deliver improvement plans as required to meet SLAs.
• Develop, document, and maintain service level monitoring and reporting procedures that meet requirements and adhere to defined policies.
• Develop, implement, and maintain a system-accessible knowledge database/portal.
• Establish and maintain a problem management knowledge base that is accessible to system where information about problems, root cause, known errors, workarounds and problem resolution actions are recorded and tracked. This knowledge base can be the same knowledge base as used by incident management.
• Provide unrestricted read access by system-authorized staff and other system designated personnel to all current and historical problem management records and knowledge base data.
• Identify, develop, document, and recommend appropriate workarounds for known errors of unresolved problems, notify incident management, and all other appropriate stakeholders of its availability, if approved. Document the work-around in the knowledge base.
• Document and update problem management knowledge base with information regarding problem resolution actions, activities, and status and notify all appropriate stakeholders of availability of information.
• Coordinate with system and third-party service providers to ensure that knowledge on problems related to other IT service areas is captured and entered in a centralized problem management knowledge base.
• Create, maintain documents to ensure the data is accurate and easily retrievable contributing to the effective content organization and retrieval processes within a SharePoint environment
• Maintain metadata associated with publication dates, author information, keywords and other structure data associated with articles.
• Knowledge and experience with creating and mainlining document control, naming convention structure associate with knowledge management practices.

Qualifications:

• 5+ years of hands-on experience providing mission impact through knowledge management tools and concepts.
• Experience with MS SharePoint, making and managing document libraries and list.
• Understanding of networking and operating systems technologies.
• Candidate must possess an active DOD Top Secret/SCI level security clearance, and be eligible to obtain and maintain a CI/Poly
• Experience working in a high op-temp, Top Secret environment.
• Ability to translate highly technical matter to a non-technical audience.
• Excellent communication skills

Preferred Qualifications

• Prior experience with DISA and DISA's support to mission partners
• Understanding of JIRA and associated product lines.

If you are interested, please send an email to HR@rmantras.com