Knowledge Manager - US-Remote

About DMI · DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports ...

Job description

About DMI

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at

About the Opportunity

Knowledge Manager

DMI, LLC – Remote (USA)

DMI, LLC is seeking a strategic and detail-oriented Knowledge Manager to lead and evolve our IT Knowledge Management program. This role is ideal for a professional who understands how structured, accessible knowledge accelerates service delivery, improves user experience, and drives operational efficiency.

As the Knowledge Manager, you will shape how information is created, curated, governed, and consumed across IT services. You will partner with technical subject matter experts, service desk teams, and stakeholders to ensure accurate, actionable knowledge is readily available—empowering both support staff and end users.

What You'll Do

• 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

Qualifications

Required Qualifications

• 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

Education & Substitutions

• Bachelor's degree from an accredited institution or equivalent professional experience

Education substitutions accepted per contract guidelines:

• No degree: 2 additional years of experience

• Associate's degree: 1 additional year of experience

• Bachelor's degree: Meets requirement

• Master's degree or PhD: No additional experience required

Preferred Qualifications

• ITIL Foundation or KCS (Knowledge-Centered Service) certification

• Experience with ServiceNow Knowledge Management

• Strong technical writing and structured content development skills

• Familiarity with content management systems and collaboration tools

• Understanding of user experience principles and self-service design strategies

• Excellent communication and cross-team collaboration skills

Additional Requirements

• Successful completion of a Public Trust background investigation and/or eligibility for Public Trust clearance

• Must be a U.S. Citizen

Location: Remote – United States
Physical Requirements: None

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Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:

• Do What's Right – We lead with honesty and integrity.
• Own the Outcome – We take responsibility and deliver.
• Deliver for Our Customers – We are relentless about delivering value.
• Think Bold, Act Smart – We innovate with purpose.
• Win Together – We collaborate and celebrate our success.

These values aren't just ideals—they show up in how we support every part of your well-being:

• Convenience/Concierge – Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development – Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial – Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition – Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness – Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.

***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.