• Knowledge Manager- ITIL Expert

    Posted Date 3 weeks ago(5/28/2018 12:51 PM)
    Job ID
    # of Openings
    Job Location(s)
    Business Development
  • Overview

    Medical Science & Computing (MSC) is an exciting growth oriented company, dedicated to providing mission critical scientific and technical services to the Federal Government. We have a distinguished history of supporting the National Institutes of Health (NIH) and other government agencies. MSC offers a dynamic and upbeat work environment, excellent benefits and career growth opportunities.


    We attract the best people in the business with our competitive benefits package that includes medical, dental and vision coverage, 401k plan with employer contribution, paid holidays, vacation, Medical and Flexible Spending Accounts, Pre-Tax Transit Assistance and tuition reimbursement. If you enjoy being a part of a high performing, professional service and technology focused organization, please apply today!


    Duties & Responsibilities

    Medical Science & Computing is searching for a ITIL Expert-certified Knowledge Manager  to support enterprise information technology support teams at the National Institutes of Health (NIH).


    Primary Responsibilities:

    • Facilitate knowledge capture and sharing among IT teams and across user communities via training, documentation, and general communications initiatives.
    • Communicate knowledge management processes and templates to the full team, monitor adherence, and manage continuous improvement initiatives.
    • Work with ITIL process owners (Incident, Request Fulfillment, Problem, Change, Asset, etc.) to incorporate knowledge management into all team processes.
    • Develop and maintain templates, SOPs, and knowledge base articles; capture and apply lessons learned to support continuous improvement.
    • Assist with system, service, security, and team documentation and related processes – peer reviews, approvals, etc. – throughout the full system and service life cycles.
    • Develop, track, and maintain all documents and artifacts, using customer-provided repository and tools for storing, searching, sharing, and managing access for team and customers; work with relevant teams to ensure optimal content organization and searchability.
    • Coordinate training opportunities from internal and external providers, including both formal and informal (i.e. brown bag lunches) knowledge sharing activities.
    • Deliver targeted training to team and customer on processes, tools, plans, etc. – both new and modifications.
    • Facilitate customer self-service options via searchable, reliable, and easy-to-follow instructions and help resources.
    • Assist with performance management and deliverable documents, analyses, and reports.
    • Promote business confidence in IT capabilities.
    • Ensure compliance with Section 508 accessibility standards.




    Basic Qualifications:

    • Bachelor’s Degree in Communications, English, or related discipline
    • Minimum of five years of proven experience in knowledge management, training development and delivery, communication, and documentation in complex, research-oriented organizations
    • ITIL Expert required
    • Demonstrated understanding of and experience implementing and improving processes within an ITIL-based environment
    • Excellent organization and technical project management skills using both traditional and agile methodologies; PMP certification preferred
    • Business process analysis, documentation, and re-engineering skills
    • Experience working with knowledge management tools included in Atlassian JIRA, ServiceNow, Microsoft SharePoint, etc.
    • Ability to effectively and confidently communicate – in writing and presenting – complex topics and procedures with team members and all levels of customer stakeholders
    • Proficiency in writing in plain language to deliver accuracy, clarity, consistency, and compliance to requirements
    • Successful record of on-time delivery
    • Excellent customer service skills in working with customer leads and stakeholders
    • Demonstrated success as an effective transformational leader who will challenge, inspire, and support while effectively interfacing with personnel at all levels
    • Ability to adapt to rapidly changing requirements with a flexible and creative approach to brainstorming, troubleshooting, and problem solving
    • Proficient in Microsoft Office (Word, Excel, and PowerPoint), Project, and Visio
    • Ability to meet all requirements for obtaining and maintaining a Public Trust Clearance



    Medical Science & Computing is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.


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