Knowledge Manager

Knowledge Manager

DMI, LLC is seeking a Knowledge Manager to join us. The Knowledge Manager provides leadership to IT subject matter experts supporting specific customers, evaluating design and architecture challenges, improving service integration, and researching emerging technologies to develop cost-effective solutions that address both current and anticipated customer needs.

Duties and Responsibilities:

• Leads the Knowledge Management workstream, manages associated reporting and metrics, and educates service desk and end users on the utilization of Knowledge Management platforms to improve knowledge sharing and service delivery.
• Working within the Knowledge-Centered Service methodology, develops and manages knowledge repositories, supports ServiceNow knowledge bases, intranet sites, document libraries and wikies.
• Leads project teams in knowledge capture from subject matter experts through interviews, workshops, and process documentation.
• As part of PMO, provides senior program and project management support, including assisting with developing strategic plans, policies, SOPs, and organizational performance metrics
• Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge-centered support, and resolution timeframes.
• Coordinates customer service activities with other internal functions.
• Leads introduction of innovative and AI-related knowledge management efforts in customer environment.

Qualifications:

• Education: A Bachelor's Degree in a relevant field (such as computer science, information technology, or business administration) is often required.

• Certification: ITIL, CompTIA Security+

• Security+ or equivalent is required

• Experience: 8+ years

Min Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: No physical requirement needed for this position.

Location: Washington, District of Columbia 20549 / Hybrid

Minimum Salary Rate: $97,193

Median Salary Rate: $121,492

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.

*********** No Agencies Please **********

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.