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Knowledge Process Manager

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Job ID: 2312416
Location: REMOTE WORK, VA, United States
Date Posted: Sep 29, 2023
Category: Information Technology
Schedule: Full-time
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: Secret
Clearance Level Must Be Able to Obtain: None
Potential for Remote Work: Remote
Benefits: Click here

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Job Description

Description

SAIC will provide an enterprise IT solution that delivers highly secured and adaptable IT infrastructure, provides customer support, and cutting-edge technologies that support operations and advance the DCSA mission under a single IT environment (i.e., One IT).
 
JOB DESCRIPTION
 
Supports the Knowledge Manager Process Manager function and process across the DCSA IT enterprise IAW ITIL best practices in support of delivery of high-quality IT services to the DCSA customers. Supports knowledge management needed to operate the Knowledge Center for customer service support on DCSA’s portfolio of mission applications. Ensures the IT organization collects, analyzes, stores and shares knowledge and information, as and when required, across the entire service lifecycle. Coordinates and collaborates 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. Manages the knowledge base and other records. Ensures known errors and issues impacting customer experience are captured in the knowledge base including any identified and documented workarounds to reduce resolution times. Works with managers and supervisors to ensure that the teams understand and utilize the knowledge base effectively. Researches, maintains, recommends, and applies expertise in emerging technologies, and industry developments, trends, best practices, and principles of IT knowledge management. Provides guidance for documentation and other methods to facilitate knowledge transfer between teams, such as when an application is handed from the development team to the O&M team. Supports the training team in planning, preparing, and providing training and internal knowledge transfer. Provide inputs into the Activity Report. 

Qualifications

It is required that the Knowledge Management Specialist have the following qualifications: 
  • BA/BS with 5 + years of experience
  • Active Secret Clearance
  • Must have experience with QA and continual process improvement
  • Must have experience with ServiceNow platform (Knowledge Management)
  • Must be able to support a large number of users
  • Ability to review knowledge feedback and scoring


Target salary range: $100,001 - $125,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.

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 24,000 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 $6.9 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.

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