About DMI
DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efcient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com
About the Opportunity
DMI is seeking a Mid-level Knowledge Manager to join us. In this role, you will develop, maintain, and continuously improve the organization''s IT knowledge management program, enabling efficient service delivery and an exceptional customer experience. Working closely with Service Desk personnel, technical support teams, and business stakeholders, you will ensure that knowledge articles, standard operating procedures (SOPs), work instructions, and technical documentation remain accurate, current, and easily accessible through ServiceNow. Your efforts will improve first-call resolution, enhance self-service capabilities, and promote consistency across enterprise IT support operations.
Duties and Responsibilities:
- Develop, review, publish, and maintain technical knowledge articles, SOPs, user guides, and operational documentation within the ServiceNow Knowledge Management platform.
- Collaborate with Service Desk, infrastructure, application support, and engineering teams to capture technical knowledge and document repeatable support processes.
- Ensure knowledge content follows established governance standards, formatting guidelines, and quality assurance requirements.
- Perform regular reviews and audits to validate the accuracy, completeness, and relevance of knowledge assets.
- Analyze service trends and recurring incidents to identify opportunities for new or updated knowledge content that improves operational efficiency and customer self-service.
- Support continuous improvement initiatives by identifying documentation gaps and recommending process enhancements.
- Monitor knowledge article usage and effectiveness through reporting and analytics, making recommendations to improve adoption and usability.
- Assist with change management activities by updating documentation associated with new technologies, system enhancements, and operational changes.
- Promote ITIL Knowledge Management best practices and support organizational knowledge-sharing initiatives.
- Maintain effective working relationships with technical teams, customers, and program leadership to ensure timely delivery of high-quality documentation.
Qualifications
Education and Years of Experience:
- Bachelor''s degree in Information Technology, Information Systems, Technical Communications, Business, or a related field (or equivalent combination of education and experience).
- 5+ years of experience supporting knowledge management, technical documentation, IT operations, or IT service management.
- Experience developing technical documentation within enterprise IT environments.
- Working knowledge of ServiceNow Knowledge Management or similar knowledge management platforms.
- Understanding of ITIL principles and IT Service Management (ITSM) processes.
- Excellent written, verbal, editing, and organizational skills with exceptional attention to detail.
- Ability to translate complex technical information into clear, concise, user-friendly documentation.
Required Skills & Certifications:
- Experience supporting HHS or other Federal agencies.
- ITIL Foundation Certification.
- Experience supporting Service Desk or Enterprise IT Operations.
- Familiarity with process improvement methodologies.
- Experience using Microsoft SharePoint, Microsoft 365, Visio, and collaboration platforms.
Min Citizenship Status Required: Must be a U.S. Citizen
Physical Requirements: No physical requirements needed for this position.
Location: Atlanta, Georgia
Working at DMI
DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your well-being. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI well-being:
- Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
- Development - Annual performance management, continuing education, tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
- Financial - Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance, and Disability to help provide financial stability for each DMI employee.
- Recognition - Great achievements do not go unnoticed by DMI through the Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, and employee referral bonuses.
- Wellness - Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.
Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.
Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.