Senior ITIL Knowledge Manager at Intelligent Waves, LLC – Fort Belvoir, Virginia

Intelligent Waves, LLC
Senior ITIL Knowledge Manager

US-VA-Fort Belvoir

Job ID: 2026-4381
Type: Regular Full-Time
# of Openings: 1
Category: Engineering/Information Technology
DTRA - Fort Belvoir, VA

Overview

Intelligent Waves is seeking a Senior ITIL Knowledge Manager to support a large Department of Defense customer at Fort Belvoir, VA. This role is responsible for developing, implementing, and maintaining ITIL4-aligned knowledge management processes that support service desk and IT operations. The selected candidate will oversee the quality, accuracy, and accessibility of knowledge assets while ensuring compliance with customer policies, governance standards, and ITIL best practices.

The Senior ITIL Knowledge Manager will manage and maintain knowledge articles within ServiceNow, conduct regular audits of the knowledge base, and collaborate with operations and engineering teams to capture and organize critical information. This role will also analyze knowledge usage to identify gaps and improvement opportunities, train staff on knowledge management practices, and support continuous improvement initiatives across incident, change, and problem management functions.

Intelligent Waves delivers mission-focused multi-domain operational expertise and innovation to the Government through high-impact technology solutions in cybersecurity, data science, enterprise network & systems engineering, software development, and cognitive human performance.

ANYTIME. ANYWHERE. ANY DOMAIN.

Since 2006, we have proudly served federal agencies including the Department of Defense. Our ability to operate globally in a wide range of environments, coupled with our deep understanding of customer needs and requirements, enables us to provide cost-effective solutions to support the most complex missions.

Adherence to all customer site protocols is mandatory for employees.

Responsibilities

Knowledge Management Process and Continuous Improvement

• Assist in developing, implementing, and maintaining ITIL-based knowledge management processes supporting the service desk and IT operations.

• Implement continuous improvement initiatives to enhance knowledge management processes and overall service effectiveness.

Knowledge Base Governance and Administration

• Monitor, manage, and maintain knowledge articles within ServiceNow.

• Develop and enforce quality standards for knowledge articles and documentation.

• Ensure knowledge base articles are accurate, up to date, relevant, and easily accessible.

• Conduct regular audits of the knowledge management system to ensure compliance with customer policies, procedures, governance requirements, and ITIL guidelines.

Knowledge Capture and Operational Collaboration

• Collaborate with operations and engineering teams to capture, validate, and organize operational knowledge.

• Coordinate with change management and problem management teams to update knowledge articles based on incidents, changes, and lessons learned.

Knowledge Analytics and Reporting

• Analyze knowledge usage, identify gaps, and report on improvement opportunities to enhance service delivery.

Training and Adoption

• Train staff on ITIL knowledge management practices, processes, and tools to promote effective knowledge sharing and adoption.

Qualifications

Experience

• 8 to 12 years of relevant professional experience based on job requirements, or a Bachelor's Degree with 6 to 10 years of relevant experience. Equivalent combinations of education, training, and experience may be considered in lieu of a degree.

Technical Knowledge and Skills

• Knowledge of Service Management workflows and IT Service Management (ITSM) processes.
• Experience implementing and utilizing ServiceNow as a knowledge management repository.
• Proficiency in data analysis and statistical methods.

Certifications

• Current ITIL 4 certification and training.

Security Clearance

• Active TS/SCI security clearance required.