> Markdown version of [/jobs/ext/1005519-sr-manager-knowledge-management](https://www.wearedevelopers.com/jobs/ext/1005519-sr-manager-knowledge-management). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Sr Manager, Knowledge Management - **Company:** CVS Health - **Location:** United States (Remote available) - **Experience:** Expert - **Salary:** $67,900.0 - $199,144.0 - **Contract:** Permanent contract - **Skills:** Agile Methodology, Computing Platforms, Configuration Management Databases, Configuration Management, Information Sciences, Knowledge Management, Metadata, Systems Integration, ServiceNow IT Service Management, Mttr, Information Technology, Data Analytics, Servicenow - **Published:** June 20, 2026 - **Apply:** https://dejobs.org/x/x/0A6A24767CE14745AC5AA00E4A24A96A/job/ ## About the Role * Experience: 7 years of experience scaling Knowledge Management within complex Infrastructure & Operations (I&O) environments. * Platform Expertise: Experience managing enterprise ITSM knowledge platforms (e.g ServiceNow ), including hands-on experience leveraging CMDB for impact analysis and article mapping. * Frameworks & Best Practices: Deep expertise in Knowledge-Centered Service ( KCS ), ITIL frameworks, and Configuration Management best practices. * Data & Structure: Strong background in designing technical taxonomies, metadata, and establishing unified content policies and lifecycles. * Attributes: Proven track record as a data-driven, process-oriented leader who can use metrics (deflection rates, search gaps) to prove ROI, while diplomatically uniting highly technical, distinct teams., * Certifications: ITIL v4, KCS v6, or ServiceNow certifications (such as Certified System Administrator [CSA], CIS-ITSM, or CIS-Discovery/Service Mapping). * Project Management: Demonstrated experience in Agile methodologies or ITIL-driven project management. * Advanced Frameworks: Direct experience in implementing the Common Service Data Model (CSDM) framework. * Innovation: Experience or strong interest in leveraging automation and modern tools, including generative AI, to enhance knowledge discovery. Education * Degree: Bachelor's degree in Information Technology, Information Science, Business Administration, or an equivalent combination of education and clinical/technical experience. ## Description We are seeking a visionary and strategic Enterprise Knowledge Management (KM) Leader to drive our KM strategy and roadmap across all IT domains. In this role, you will champion a collaborative, "knowledge-first" culture across IT Services, breaking down information silos between ITSM, SRE, CloudOps, Network, and DBA teams. By implementing a "shift-left" strategy, you will be instrumental in increasing self-service capabilities and reducing Mean Time to Resolution (MTTR) across the organization. The ideal candidate is a blend of a diplomatic change agent and a tech-fluent process champion. You will be responsible for embedding knowledge capture into daily engineering workflows, consolidating fragmented knowledge bases into a central ITSM platform (e.g., ServiceNow), and chairing a cross-functional Knowledge Governance Board. A key focus of this role will be integrating Knowledge Management with CMDB processes to ensure technical documentation is accurately mapped to Configuration Items (CIs), using both data-driven metrics and innovative technologies like generative AI to enhance discovery. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [The Future of Knowledge Retention: AI-Driven HR Transformation](https://www.wearedevelopers.com/videos/100047-the-future-of-knowledge-retention-ai-driven-hr-transformation) - [A Data Mesh needs Open Metadata](https://www.wearedevelopers.com/videos/505-a-data-mesh-needs-open-metadata) - [What Developers Get Wrong About Application Quality](https://www.wearedevelopers.com/videos/233-what-developers-get-wrong-about-application-quality) - [The user in the eye of the Cargo1492 storm](https://www.wearedevelopers.com/videos/96-the-user-in-the-eye-of-the-cargo1492-storm) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) ## Related Articles - [Résumé-Driven Development: How IT trends affect the job market for software developers](https://www.wearedevelopers.com/magazine/59-resume-driven-development-how-it-trends-affect-the-job-market-for-software-developers) - [Should Tech Managers Be Developers First? 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