Knowledge Manager / Editor

Responsibilities

• Serve as the Knowledge Manager for DTSC, maintaining the official Knowledge Base (KB) and ensuring compliance with ITIL Knowledge Management processes.
• Govern the content lifecycle for KB articles—drafting, reviewing, approving, publishing, and archiving materials in coordination with Tier I/II personnel, PMOs, and Functional Service Managers (FSMs).
• Conduct quarterly and annual KB reviews, ensuring 100% of KB articles are accurate, current, and validated by subject matter experts.
• Convert Tier II technical resolutions, agent responses, and SOP changes into customer-friendly KB articles and self-service website content.
• Maintain alignment between KB content, the ServiceNow ticketing system, and the Customer Self-Service Portal (FAQs, troubleshooting, and how-to guides).
• Perform language, grammar, and format quality control—ensuring consistency, clarity, and technical accuracy across all published materials.
• Support creation, update, and publication of Standard Operating Procedures (SOPs), ensuring version control and change tracking.
• Collaborate with the Training Lead to align knowledge updates with training sessions and user guide revisions.
• Track and report knowledge-related performance metrics (article utilization, accuracy rate, publication timeliness, redundancy reduction) in the Monthly Status Report (MSR) and Program Management Review (PMR).
• Ensure compliance with DoD information security policies, marking guidance, and accessibility requirements (Section 508).
• Recommend new knowledge governance policies, templates, or technologies to improve efficiency, traceability, and user experience.

Required Qualifications

• Active DoD SECRET clearance (or Interim SECRET with ability to maintain).
• Bachelor’s degree in Communications, Technical Writing, Information Management, or related field (experience may substitute).
• 5+ years of experience in technical writing, knowledge management, or documentation roles within a DoD or IT service delivery environment.
• Demonstrated understanding of ITIL v4 Knowledge Management, Incident/Problem/Change processes, and ISO/IEC 20000-1 principles.
• Experience developing and maintaining KBs within ServiceNow or similar ITSM platforms.
• Exceptional writing, editing, and communication skills with the ability to translate technical data into clear and actionable content.
• Strong understanding of document version control, configuration management, and content publishing workflows.
• Proficiency with Microsoft Office, SharePoint, and Adobe Acrobat Pro for document management and production.

Preferred Qualifications

• Security+ CE
• HDI Knowledge-Centered Service (KCS) certification or similar knowledge management credential.
• Prior experience supporting USTRANSCOM, DP3, or DoD logistics/transportation systems.
• Familiarity with ServiceNow Knowledge Management modules and self-service portal configurations.
• Understanding of NIST SP 800-53 security control alignment and DFARS 252.204-7012 data handling requirements.
• Basic experience with HTML or Markdown for online content formatting.

Key Attributes

• Highly organized, detail-oriented, and committed to accuracy and consistency.
• Able to manage multiple content streams and deadlines in a dynamic, high-volume environment.
• Strong collaborator capable of working across technical, functional, and management teams.
• Proactive problem-solver who identifies knowledge gaps and develops effective, sustainable solutions.

Xenith Solutions LLC is a Service-Disabled Veteran-Owned Small Business founded in 2019. We provide comprehensive, timely and relevant Solutions and Business Consulting support to our customers as a key partner. Our leadership brings over a century of combined experience in Defense and Civilian markets. Our employees possess experience in all aspects of solution development from requirements creation, development, test and evaluation, fielding, and sustainment. At the core of our offerings, we provide strategy and technology solutions, giving our customers valuable insights and thought leadership on the best application of information technology to drive business objectives.

Xenith focuses on solving complex business challenges facing our customers. Our “Success Through Achievement” work ethic means our customer receive quality solutions through our commitment. We pride ourselves on tackling some of the most difficult operational requirements our customers have – ensuring an appropriate match between the mission requirements, financials, schedule, and security.

EEO

Xenith Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.

EEO IS THE LAW

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Xenith Solutions.

E-Verify

As a Federal Contractor, Xenith Solutions is required to participate in the E-Verify Program to confirm eligibility to work in the United States.

Affirmative Action Plan
As a federal government contractor and based on Executive Orders and applicable laws and regulations, Xenith Solutions develops and maintains annual written Affirmative Action Plans and endeavors to hire and advance qualified minorities, females, individuals with disabilities, and protected veterans.