The Role
Lead ITIL-based knowledge management for a DoD customer: develop and enforce knowledge standards, manage ServiceNow articles, audit compliance, analyze usage and gaps, train staff, and coordinate updates with change/problem management to drive continuous improvement in incident operations.
Summary Generated by Built In
Grow, innovate, and generate progress: Harness your expertise to solve challenges and celebrate success!
Job Summary:
JCS Solutions LLC (JCS) is seeking an experienced Senior ITIL Network Knowledge Manager to join our IT service management team supporting our DOD customer. The ideal candidate will ensure the quality, accuracy, and effectiveness of our network knowledge management processes in alignment with ITIL4 best practices. If you are interested in a challenge and a great working environment, apply today!
What’s in it for you:
What you will do:
JCS Solutions (JCS) is a premier technology firm providing innovative solutions and high-quality services in defense, national security, and civilian sectors. JCS offers enterprise-wide solutions including cloud computing, software development, cybersecurity, digital modernization, and management consulting for the federal government. At JCS, we elevate our customers’ mission through the application of technology and professional services. Our commitment to investing in our workforce drives innovation and progress for our clients, employees, and communities. JCS has been certified as a Great Place to Work four years in a row and was awarded Washington Post’s Top Places to Work for 2024 and 2025.
Our employees embody our core values, and we are looking for others who do too!
Commitment to Non-Discrimination
All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local laws.
Job Summary:
JCS Solutions LLC (JCS) is seeking an experienced Senior ITIL Network Knowledge Manager to join our IT service management team supporting our DOD customer. The ideal candidate will ensure the quality, accuracy, and effectiveness of our network knowledge management processes in alignment with ITIL4 best practices. If you are interested in a challenge and a great working environment, apply today!
What’s in it for you:
- Join a premier technology firm specializing in innovative solutions.
- Be part of a collaborative, inclusive, and innovative work culture.
- Enjoy tremendous growth potential in a high-performing team environment.
- A robust benefits package:
- Health, dental, and vision insurance
- Life insurance
- Short-and-long term disability
- Paid time off (PTO)
- 401k retirement plan with employer match
- Annual Professional Development Reimbursement Program
- And more!
What you will do:
- Assist in developing, implementing, and maintaining ITIL-based knowledge management processes for service desk and IT operations
- Develop and enforce quality standards for knowledge articles and documentation
- Monitor, manage, and maintain knowledge articles within ServiceNow
- Conduct regular audits of the knowledge management system to ensure compliance with customer’s policies, procedures, governance and ITIL guidelines
- Collaborate with operations and engineering teams to capture, validate, and organize knowledge effectively
- Analyze and report on knowledge usage, gaps, and improvement opportunities
- Train staff on ITIL knowledge management practices and tools
- Ensure knowledge base articles are up-to-date, relevant, and easily accessible
- Implement continuous improvement initiatives for knowledge management processes
- Coordinate with change management and problem management teams to update knowledge based on incidents and changes
- Support continuous improvement initiatives within the incident management function.
- Clearance: Current Top Secret/SCI Clearance. US Citizenship required
- Bachelor’s degree in computer science, Information Technology, or similar technical field
- 8 – 12 years of prior relevant experience or Masters with 6 – 10 years of prior relevant experience. Specific experience, education and training may be considered in lieu of degree.
- Knowledge of the Service Management workflows and ITSM processes
- Current ITIL 4 certification and training
- Experience implementing and using ServiceNow as a knowledge management repository
- Proficiency in data analysis and statistical methods
- Excellent problem-solving and analytical skills
- Strong communication and interpersonal skills
- Ability to work in a fast-paced, dynamic environment
- ServiceNow Certifications: ServiceNow Certified Implementation Specialist – Software Asset Management (CIS-SAM) or ServiceNow Certified System Administrator (CSA).
- Professional Certifications: IAITAM Certified Software Asset Manager (CSAM) or CHAMP.
- Analytical Skills: Metrics-driven thinker with the ability to translate ServiceNow data into actionable cost-saving insights.
- Communication: Ability to present complex compliance data to diverse stakeholders and management levels.
- SQL/Reporting: Experience with SQL or advanced ServiceNow Reporting/Performance Analytics to generate custom license metrics.
JCS Solutions (JCS) is a premier technology firm providing innovative solutions and high-quality services in defense, national security, and civilian sectors. JCS offers enterprise-wide solutions including cloud computing, software development, cybersecurity, digital modernization, and management consulting for the federal government. At JCS, we elevate our customers’ mission through the application of technology and professional services. Our commitment to investing in our workforce drives innovation and progress for our clients, employees, and communities. JCS has been certified as a Great Place to Work four years in a row and was awarded Washington Post’s Top Places to Work for 2024 and 2025.
Our employees embody our core values, and we are looking for others who do too!
- Customer Experience: Strive for excellence and delight our clients
- Innovation: Embrace creative thinking to enable continual growth and powerful solutions
- Accountability: Take ownership of and pride in our actions and service delivery
- Inspire: Be inspired to be your best self and have fun in the process
- Integrity: Do the right thing, the right way, every time!
- Stewardship: The careful and responsible management of something entrusted to our care.
Commitment to Non-Discrimination
All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local laws.
Top Skills
Servicenow,Sql,Servicenow Reporting,Servicenow Performance Analytics,Itil4
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The Company
What We Do
JCS is a premier technology firm specializing in enterprise-wide capabilities, digital transformation, software solutions, and IT services. We hold contracts in support of federal, state, and local government organizations in addition to assisting industry leaders in the private sector.
Vision: Elevate the customer, the employee, and the community
Mission: Delivering superior, mission-focused technology solutions to empower our clients.
Our Services:
• IT Services & Solutions
• Cyber Security
• Advanced Data Analytics
• Health IT
• Professional Services
• Digital Transformation
• Partner Network and Technology Certifications
JCS is an 8(a) Certified Small Business, Economically Disadvantaged Woman-Owned Small Business (EDWOSB), Minority-Owned Small Business (MOSB), and Small Disadvantaged Business (SDB) based out of the Washington D.C. Metropolitan area.
JCS is ISO 9001:2015, ISO/IEC 20000-1: 2018, ISO/IEC 27000: 2013 certified and
appraised at CMMI Level 3 for both Development and Services. JCS is a Microsoft Gold and ServiceNow Premium partner. We are also certified as a “Great Place to Work.”
