Knowledge Management Team Manager

Job Description

Description

• Managing and supporting knowledge management needed to operate the Knowledge Center for customer service support on USTC MITS portfolio of mission applications 
• Ensuring the IT organization collects, analyzes, stores and shares knowledge and information, as and when required, across the entire service lifecycle 
• Coordinating and collaborating with customer support, IT service desk and desktop engineering/automation teams to identify, create, curate, audit, and maintain currency of knowledge articles and knowledge base 
• Managing the USTC MITS knowledge base and other KC records 
• Ensuring known errors and issues impacting customer experience are captured in the knowledge base including any identified and documented workarounds to reduce resolution times 
• Working with managers and supervisors to ensure that the teams understand and utilize the knowledge base effectively 
• Researching, maintaining, recommending, and applying expertise in emerging technologies, and industry developments, trends, best practices, and principles of IT knowledge management 
• Providing guidance for documentation and other methods to facilitate knowledge transfer between teams 
• Supporting knowledge collaboration activities by planning, preparing, and providing training and internal knowledge transfer 
• Providing inputs into Activity Reports as required 
• Overseeing and providing direction to other knowledge management resources assigned to the Program 

Qualifications

• Minimum of ten (10+) years of experience with a Bachelor’s Degree.  Additional years of experience may be considered in lieu of a degree.  
• Speaks and writes fluent, grammatically correct English  
• Experience researching and writing excellent documentation and examples for technical personnel  
• Experience with MS Office to include Word, PowerPoint, Visio and Project  
• Ability to communicate IT, networking, and security concepts to personnel at all levels of experience and responsibility  
• ITIL v4 Foundation certification or higher 

• Eight years of experience with a Master’s Degree 
• ITIL Intermediate Level Certification(s) 

• DoD TS clearance (SCI eligible) 

Overview

SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.

We are approximately 26,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a culture of diversity, equity, and inclusion, which is core to our values and important to attract and retain exceptional talent. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.4 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.