IT Knowledge Management Support

IT Knowledge Manager (KM)

Location: San Antonio, TX

Clearance Required: Public Trust (ADP/IT-II); Tier 1 Investigation

Program Overview

The Defense Health Agency’s Domain and Directory Services Branch (DDSB) supports the global IT infrastructure that underpins medical readiness for the Army, Navy, and Air Force. This includes sustaining both on-premise and cloud-based environments serving over 200,000 users and 250,000 end-user devices across 250 sites worldwide. DDSB manages core identity, access, and directory services essential to mission-critical healthcare delivery within the Military Health System. Team members contribute to a broad range of IT operations and modernization efforts that directly impact service members, veterans, and their families. This is a high-impact environment supporting both peacetime healthcare and wartime readiness across the DoD medical enterprise.

Summary

The IT Knowledge Manager provides essential documentation, collaboration, and information governance services for the DDSB program and its associated directorates. This role ensures accurate, version-controlled, and user-friendly documentation of technical processes, SOPs, agreements, and operational policies in alignment with DoD standards. The KM Specialist facilitates collaboration across engineering, operations, and leadership teams while promoting organizational knowledge continuity, SharePoint utilization, and centralized content management.

Key Responsibilities

• Maintain and update SharePoint Portals, ensuring proper permissions, document availability, and organizational structure for collaborative access and version control.
• Support ESA-BAD, PEO, and IOD stakeholders by creating document templates and maintaining relationships with solution architects, engineers, and project managers.
• Participate in process improvement initiatives and maintain a documented internal KM framework aligned with industry and DoD standards.
• Create and update critical documentation including SOPs, EXSUMs, OLAs, MOAs/MOUs, MFRs, briefings, policies, and governance artifacts on a scheduled or as-needed basis.
• Perform technical editing and formatting of documentation to ensure clarity, accuracy, and compliance with standardized templates and style guides.
• Use Microsoft Office Suite and desktop publishing tools to create professional-grade documentation and process diagrams.
• Communicate effectively across technical and non-technical audiences, transforming complex technical information into accessible, cohesive documentation.
• Collaborate with SMEs and leadership to produce technical deliverables and ensure timely, accurate content development.
• Establish and maintain a centralized Service Knowledge Management System (SKMS) repository with controlled versioning of organizational artifacts.
• Leverage DHA J6 Report of the Day and related communication tools to inform change approval and implementation awareness activities.
• Develop and enforce a comprehensive data management plan, including document types, publication processes, and backup protocols.

Preferred Tools & Technologies

• SharePoint Online (portal management and site design)
• Microsoft Office Suite (Word, PowerPoint, Excel, Visio)
• Adobe Acrobat, SnagIt, and other technical documentation tools
• DoD style guides and documentation templates
• Knowledge of Configuration Management and System Engineering documentation
• Familiarity with ITIL-aligned Service Knowledge Management Systems (SKMS)

Education & Certification Requirements (per DoD 8140 Qualification Matrices)

1) ITIL v4 Foundation

2) Any of the following...

• Academic Education: Bachelor’s degree in information technology, Cybersecurity, or a related discipline.
• OR Baseline: Security+ CE, or GSEC
• OR DoD/Military Training: K-2G-7010