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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive knowledge management experience in IT support environments, with a strong focus on developing knowledge bases and facilitating knowledge transfer workshops. Proficient in creating visual content and adhering to adult learning principles while ensuring compliance with Section 508 accessibility requirements.
Highest-signal resume keywords
Knowledge Management ExperienceServiceNow Knowledge ModuleAdult Learning PrinciplesTechnical Runbook DevelopmentKCS Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
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Hard Skills
Knowledge Base DevelopmentVisual Content CreationTaxonomy DevelopmentInformation ArchitectureRunbook CreationWorkshop FacilitationEffectiveness ReportingGovernance ProcessesTesting and RemediationStakeholder Requirements
Soft Skills
FacilitationLeadershipCollaborationCommunicationQuality Review
Tools & Technologies
ServiceNowMSP TransitionVideo ProductionDiagramming ToolsScreenshot Tools
Certifications & Qualifications
KCS CertificationITIL 4 FoundationBachelor's Degree in IT or Related Field
Industry Keywords
IT SupportService DeskHelp Desk OperationsFederal ITSection 508 Accessibility
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Define the content strategy, article templates, governance processes, and self-service approach for the new Service Desk.
- Define the knowledge base taxonomy, article templates and lifecycle, contextual knowledge on incident and request forms, search settings, and effectiveness reporting with the ServiceNow Architect.
- Identify subject matter experts, estimate time commitments, and build the workshop schedule, curriculum, capture method, and quality review process.
- Facilitate 50–75 knowledge-transfer sessions with technical SMEs.
- Lead development of 150–200 runbooks and procedures, prioritized from 12+ months of ticket data.
- Confirm every service catalog item has supporting documentation.
- Identify issues that can move to L1 or self-service and close escalation-enabling knowledge gaps.
- Lead testing of critical runbooks, secure SME sign-off, and plan remediation before MSP agent training.
- Produce screenshots, diagrams, and short videos using adult learning principles.
- Guide technical writers and analysts while maintaining style, accuracy, and Section 508 accessibility.
- Support organizational change management activities and stakeholder requirements throughout Service Desk modernization.
- Work with the ServiceNow Architect to build the knowledge base into the platform.
Requirements
What you’ll need- 7+ years of knowledge management experience in IT support environments.
- 3+ years developing knowledge bases for Service Desk/Help Desk operations.
- Experience with the ServiceNow Knowledge module or similar platforms.
- Experience facilitating knowledge transfer workshops with subject matter experts.
- Knowledge of adult learning principles and instructional design.
- Ability to create visual content (screenshots, diagrams, videos).
- Bachelor’s degree in Information Technology, Communications, Business, or a related field, or equivalent experience.
- U.S. citizenship and eligibility to work in the United States.
- Based in the Washington, DC region.
- KCS (Knowledge-Centered Service) certification (KCS v6 Practitioner or Contributor) desired.
- Experience creating 100+ technical runbooks or procedures desired.
- Video production/editing skills for training materials desired.
- Experience with taxonomy development and information architecture desired.
- Federal IT experience desired.
- Familiarity with Section 508 accessibility requirements desired.
- ITIL 4 Foundation certification desired.
- Experience supporting an MSP transition or onboarding outsourced service desk agents desired.
Benefits
Comp & perks- Employee Bonus Programs
- Medical, Dental, and Vision Insurance
- 401(k) Retirement Plan
- Basic Life, Voluntary Life, and AD&D Insurance
- Short-Term and Long-Term Disability Insurance
- Paid Time Off
- Paid Parental Leave
- Training and Professional Development
- Remote Work Opportunities
- Wellness Resources