Knowledge Management Specialist

Job Qualifications

• BS in Computer Science, Business, or related field
• 5 or more years of relevant experience
• Strong proficiency with knowledge management tools (e.g., SharePoint, Confluence, ServiceNow, Microsoft 365)
• Excellent communication skills, with the ability to translate complex information for various audiences
• KM methodologies understanding such as knowledge mapping, content audits, and communities of practice
• Demonstrated experience in developing structured content and organizing large sets of information
• Strong analytical, organizational, and project management skills
• Able to work both independently and collaboratively across multidisciplinary teams
• Ability to obtain and maintain an NIH Public Trust clearance

Skills

• Intranet
• Knowledge Management Tools
• Knowledge Sharing

Responsibilities

• Develop and manage knowledge repositories, including ServiceNow, intranet sites, document libraries, wikis, and databases
• Facilitate knowledge capture from subject matter experts through interviews, workshops, and process documentation
• Analyze knowledge-related workflows and recommend improvements to enhance usability and accessibility
• Establish and implement knowledge governance policies, version control practices, and content lifecycle management
• Support change management efforts to encourage knowledge-sharing culture across teams
• Provide training, guidance, and documentation to staff on KM tools, processes, and best practices
• Measure effectiveness of KM platforms and strategies using qualitative and quantitative metrics
• Ensure consistent, high-quality content creation, including templates, guides, FAQs, and knowledge articles
• Attend weekly staff meetings to ensure customer mission execution considerations are integrated within the process and tools
• Collect and document requirements that are unable to be met by existing portal capabilities from the assigned communities of interest to provide to the PM
• Provide outreach to assigned communities of interest consisting of: In-depth customer support on KM tools to include associated HW & SW interfaces; Demonstrating new tools and/or capabilities
• Respond to user requests for information and support for software, business applications and hardware according to ticketing priority and procedures for ServiceNow