Lead the strategic direction and execution of the enterprise knowledge management program
Develop and implement comprehensive KM strategies aligned with IT service delivery goals
Partner with technical SMEs across teams to ensure knowledge is captured, structured, and maintained effectively
Implement and mature Knowledge-Centered Service (KCS) methodologies
Establish governance frameworks, lifecycle processes, and quality standards
Define metrics and KPIs to measure program effectiveness and business impact
Identify and evaluate opportunities to leverage AI and automation within knowledge management
Lead enterprise KM initiatives and cross-functional projects
Develop promotional materials and user adoption campaigns
Provide executive-level reporting on program performance, maturity, and ROI
Drive continuous improvement and long-term KM maturity

Minimum 8 years of experience leading knowledge management programs in complex IT environments
Extensive experience developing and scaling enterprise KM strategies
Proven track record implementing knowledge management programs at scale
Strong knowledge of KM frameworks, best practices, and content management systems
Experience developing metrics, dashboards, and performance measurement frameworks
Education: Bachelor’s degree from an accredited institution or equivalent professional experience
Successful completion of a Public Trust background investigation and/or Public Trust clearance
Must be a U.S. Citizen

Senior Knowledge Manager

Key skills