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# Knowledge Management SME

- **Company:** Northramp LLC
- **Location:** Washington, DC, United States (Remote available)
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Knowledge Management, Screenshots, Information Technology, Servicenow
- **Published:** October 28, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=91c8e1b429af0b49

## About the Role

* 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.

Desired Qualifications

 * KCS (Knowledge-Centered Service) certification (KCS v6 Practitioner or Contributor).
 * Experience creating 100+ technical runbooks or procedures.
 * Video production/editing skills for training materials.
 * Experience with taxonomy development and information architecture.
 * Federal IT experience.
 * Familiarity with Section 508 accessibility requirements.
 * ITIL 4 Foundation certification.
 * Experience supporting an MSP transition or onboarding outsourced service desk agents.

## Description

* Set the knowledge management strategy: define the content strategy, article templates, governance processes, and self-service approach for the new Service Desk.
 * Design the knowledge base: with the ServiceNow Architect, define the knowledge base taxonomy, article templates and lifecycle, contextual knowledge on incident and request forms, search settings, and effectiveness reporting.
 * Plan knowledge transfer: identify the subject matter experts needed by functional area, estimate their time commitments, and build the workshop schedule, curriculum, capture method, and quality review process.
 * Run knowledge-transfer workshops: facilitate 50-75 sessions with technical SMEs to capture how systems work and how to troubleshoot them.
 * Build the runbook library: lead development of 150-200 runbooks and procedures, prioritized from 12+ months of ticket data, and confirm every service catalog item has supporting documentation.
 * Enable shift-left: identify issues that can move to L1 or self-service with the right knowledge, and close the gaps that keep them escalated.
 * Validate content: lead testing of critical runbooks with agency testers, secure SME sign-off, and plan remediation so content is production-ready before MSP agent training.
 * Create visual and training content: produce screenshots, diagrams, and short videos, and apply adult learning principles so knowledge is easy to absorb and use.
 * Direct supporting staff: guide technical writers and analysts assigned to knowledge work, maintaining style, accuracy, and Section 508 accessibility.