DMI (Digital Management, LLC)

Knowledge Manager

DMI (Digital Management, LLC)

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Lead and manage the IT Knowledge Management program across all service areas
  • Curate and coordinate knowledge articles developed by technical SMEs to improve resolution speed and service quality
  • Identify content gaps and new knowledge categories based on ticket trends and operational insights
  • Develop clear, user-friendly communications including tip sheets, FAQs, and self-service guides
  • Partner with SMEs to create, review, and maintain articles for recurring issues and standard procedures
  • Establish and enforce knowledge management standards, templates, governance, and review cycles
  • Promote and optimize self-service capabilities through structured, searchable content
  • Analyze ticket trends to proactively address knowledge gaps and reduce repeat incidents
  • Track and report on knowledge usage, effectiveness metrics, and continuous improvement opportunities
  • Ensure the knowledge base remains accurate, current, and aligned with service delivery practices

Requirements

  • Minimum 5 years of experience managing knowledge management programs within IT service delivery environments
  • Hands-on experience with knowledge management systems and familiarity with ITIL processes
  • Proven ability to develop, curate, and refine technical content for diverse audiences
  • Strong understanding of IT service delivery operations and common end-user issues
  • Knowledge of knowledge management best practices and governance frameworks
  • Bachelor’s degree from an accredited institution or equivalent professional experience
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
knowledge managementcontent curationtechnical writingdata analysisITIL processesservice delivery operationsgovernance frameworksself-service capabilitiesmetrics trackingcontinuous improvement
Soft Skills
leadershipcommunicationcollaborationproblem-solvingorganizational skillsuser-friendly content developmentstakeholder engagementanalytical thinkingattention to detailadaptability