Senior Knowledge Management Analyst

Empower AI

. Develop, deliver, and maintain the Knowledge Management Plan, including strategy, governance framework, roles, article lifecycle standards, taxonomy, and quality assurance procedures .

Posted 10/20/2026full-timeQuantico • Virginia • United StatesSenior💰 $87,320 - $135,160 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and managing Knowledge Management strategies, governance frameworks, and performance metrics while fostering collaboration across technical teams. Proficient in utilizing enterprise knowledge management platforms and driving content strategies to enhance self-service capabilities and customer support.

Highest-signal resume keywords

Knowledge Management Strategy DevelopmentServiceNow Knowledge Management ExpertiseChatbot / Virtual Agent Content StrategyKCS v6 Practices CertificationITIL 4 Managing Professional

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Knowledge ManagementContent ManagementIT Service ManagementData AnalysisPerformance Metrics TrackingQuality Assurance ProcessesTaxonomy DevelopmentContent StrategyKnowledge AuditsAccessibility Standards

Soft Skills

Excellent WritingEditing SkillsPresentation SkillsStakeholder CommunicationCoaching and Leadership

Tools & Technologies

ServiceNow Virtual AgentPower BINow AssistGenerative AI Knowledge CapabilitiesService Portal

Certifications & Qualifications

KCS v6 Practices CertificationITIL 4 Managing ProfessionalCertified Knowledge Manager (CKM)

Industry Keywords

Federal IT ComplianceDepartment of WarDoDCustomer Support ServicesSelf-Service DeflectionCSATCustomer Effort ScoreFirst-Contact ResolutionSection 508 AccessibilityCUI Handling

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Develop, deliver, and maintain the Knowledge Management Plan, including strategy, governance framework, roles, article lifecycle standards, taxonomy, and quality assurance procedures
Establish and manage centralized, searchable, public-facing self-service, and internal technical knowledge bases
Own chatbot / Virtual Agent knowledge content strategy and intelligent content suggestions to maximize Tier 0 ticket deflection and meet annual ticket deflection targets
Lead, coach, and prioritize knowledge management analysts and technical writers
Drive knowledge contribution from service desk, Tier II, engineering, and application teams
Foster knowledge sharing and capture subject matter expert knowledge, best practices, and lessons learned
Define, track, and report KM performance metrics for customer support dashboards and monthly activity reports
Analyze data to improve content and findability
Contribute KM recommendations for new content, automation integrations, platform improvements, and the CX Roadmap
Support the Annual KPI/PRS Review with KM analytics
Govern content quality, currency, Section 508 accessibility, CUI handling, and retirement
Conduct periodic knowledge audits and align KM practices with ITIL 4 and Knowledge-Centered Service principles
Support an enterprise IT Customer Support Services program serving approximately 13,000 internal users and external industry partners

Requirements

What you’ll need

Bachelor's degree and a minimum of 6 years of related experience; a Master's degree with 2 years of related experience, or an additional 4 years of related experience in lieu of a degree, may be substituted
Must be a U.S. Citizen
Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start
Minimum of 5 years of experience in knowledge management, content management, or IT service management for an enterprise IT support organization
Experience developing KM strategy, governance frameworks, taxonomies, and quality assurance processes
Experience measuring KM impact on self-service deflection and first-contact resolution
Expert experience with an enterprise knowledge management platform, such as ServiceNow Knowledge Management
Experience with chatbot / Virtual Agent content strategy
Experience leading writers and analysts and driving knowledge contribution across technical teams
Experience using usage, search, and feedback data to drive content decisions and reporting
Excellent writing, editing, presentation, and stakeholder communication skills
KCS v6 Practices certification, ITIL 4 Managing Professional, or Certified Knowledge Manager (CKM) desired
Experience supporting Department of War, DoD, or other compliance-driven Federal IT environments desired
Experience with ServiceNow Virtual Agent, Now Assist / generative AI knowledge capabilities, and Service Portal knowledge experiences desired
Experience supporting external customer knowledge bases and public-facing self-service desired
Familiarity with CSAT, Customer Effort Score, and experience level agreements desired
Experience with Power BI dashboards and Section 508 accessible content standards desired

Benefits

Comp & perks

Remote work eligibility
Up to 10% travel involved
Active-duty and veteran employee support