Senior Knowledge Manager

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

DMI is seeking an experienced Senior Knowledge Manager to lead enterprise knowledge management initiatives. This role is responsible for establishing governance, driving knowledge-sharing practices, and ensuring the delivery of high-quality technical documentation that improves operational efficiency and enhances the customer experience.

Working across Service Desk, Infrastructure, Identity and Access Management, Application Support, and Engineering teams, you will oversee the knowledge lifecycle, champion ITIL Knowledge Management best practices, and develop strategies that increase first-call resolution, improve self-service adoption, and promote continuous improvement throughout the enterprise.

• →Lead the development and governance of the enterprise Knowledge Management Program supporting CDC IT operations.
• →Establish standards, processes, and quality controls for knowledge articles, SOPs, work instructions, technical documentation, and operational playbooks.
• →Collaborate with technical and business stakeholders to capture institutional knowledge and ensure critical operational information is documented and maintained.
• →Drive continuous improvement initiatives by analyzing incident trends, service metrics, and customer feedback to identify documentation and process improvement opportunities.
• →Oversee the complete knowledge lifecycle, including content creation, review, approval, publication, archival, and retirement.
• →Develop knowledge metrics and dashboards to measure content quality, usage, effectiveness, and contribution to service performance.
• →Mentor technical teams on knowledge-sharing best practices and foster a culture of continuous learning and collaboration.
• →Partner with ServiceNow administrators and process owners to optimize Knowledge Management capabilities, workflows, and self-service functionality.
• →Support organizational change initiatives by ensuring documentation accurately reflects system enhancements, process changes, and technology modernization efforts.
• →Ensure compliance with IT governance, security policies, and documentation standards across all supported environments.

• Bachelor's degree in Information Technology, Information Systems, Business, Technical Communications, or a related field (or equivalent experience).
• 8+ years of experience in Knowledge Management, IT Service Management, Technical Documentation, or Enterprise IT Operations.
• Demonstrated experience leading enterprise Knowledge Management initiatives within complex IT environments.
• Experience administering or supporting ServiceNow Knowledge Management or similar enterprise platforms.
• Strong understanding of ITIL service management processes.
• Exceptional written and verbal communication skills with the ability to communicate technical concepts to both technical and non-technical audiences.
• Experience leading cross-functional teams and driving organizational process improvements.

• Experience supporting HHS or other Federal agencies.
• ITIL Foundation or ITIL Managing Professional Certification.
• Experience with ServiceNow reporting and dashboard development.
• Experience supporting digital transformation, automation, or AI-enabled knowledge management initiatives.