Business Analyst / Knowledge Management Lead

Northramp is seeking an experienced Knowledge Management subject matter expert to build the knowledge foundation for an enterprise Service Desk modernization at a federal agency. The engagement consolidates distributed Level 1 IT support across the agency’s divisions into a single, centrally managed Service Desk delivered by a Managed Service Provider (MSP) and run on ServiceNow.

You will turn what the agency’s specialized IT teams know into documented, validated, searchable knowledge that MSP agents can use to resolve issues at L1 and L2. The role owns the knowledge management strategy, plans and runs the knowledge-transfer program with subject matter experts, leads development of a 150–200 runbook library, and validates that content is production-ready before MSP agents are trained. You will work with our ServiceNow Architect to build the knowledge base into the platform.

This role is part of Northramp’s integrated delivery model, where engineers and advisors work as one team to bring sound judgment, disciplined execution, and deep federal experience to high-stakes modernization programs.

Location & Work Arrangement

Hybrid, based in the Washington, DC metro area. On-site presence at client locations in Washington, DC is expected on a cadence aligned to program needs, including knowledge-transfer workshops and stakeholder sessions. This role is not open to candidates outside the DC region.

The Ideal Candidate 

You have spent years running knowledge management in IT support environments, and you have personally built knowledge bases that service desk agents rely on every day. You know how to get knowledge out of busy technical experts, structure it so people can find it, and write it so a Level 1 agent can follow it the first time. You bring instructional design discipline, you create clear visuals, and you are comfortable working in ServiceNow Knowledge or a similar platform. You are familiar with the ServiceNow functionality to support organizational change management activities to modernize ServiceNow service desk operations.  You can support senior-level business analyst capabilities to capture and manage stakeholder requirements throughout the lifecycle of service desk modernization efforts to ensure that critical business needs and priorities are incorporated into operational outputs and outcomes.  

Key Responsibilities

• 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.

Requirements

Required Qualifications

•     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.

Clearance

U.S. citizenship and eligibility to work in the United States are required.

Benefits

• Employee Bonus Programs
• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Basic Life, Voluntary Life, and AD&D Insurance
• Short-Term and Long-Term Disability Insurance
• Paid Time Off
• Paid Parental Leave
• Training and Professional Development
• Remote Work Opportunities
• Wellness Resources