Knowledge Manager

Description

The Knowledge Manager supports the SEC Infrastructure Support Services (ISS) contract by leading knowledge management practices that improve service quality, speed, and consistency across OIT operations. This role develops and governs knowledge content that enables the SEC workforce to adopt ISS capabilities, reduce repeat incidents, and increase self-service success. The position partners with service desk and technical teams to capture validated solutions, maintain high-quality SOP, FAQ, and technical documentation, and align content with ITIL-based service workflows. The role tracks knowledge performance metrics and drives continuous improvements that support SLA outcomes, operational efficiency, and customer experience.

PRIMARY RESPONSIBILITIES

Knowledge Management Strategy and Governance

• Develop and maintain a contract-wide knowledge management strategy aligned to SEC OIT customer service objectives and continuous improvement goals.
• Establish governance standards for article quality, ownership, review cadence, and approval workflows.
• Ensure knowledge artifacts and SOP content are accurate, current, and aligned with SEC policy, change control, and audit-readiness expectations.

Knowledge Content Lifecycle Management

• Organize, curate, and update enterprise knowledge repositories containing SOPs, FAQs, troubleshooting guides, and technical guides.
• Create and refine user-focused knowledge articles for ISS-supported services to improve searchability and reduce avoidable service requests.
• Manage end-to-end content lifecycle activities, including creation, validation, publication, version control, archival, and retirement.

Service Desk and Technical Team Integration

• Collaborate with Customer Service Desk and technical teams to capture and publish solutions for recurring incidents and known errors.
• Translate incident and problem trends into reusable knowledge assets that improve first-contact resolution and reduce repeat tickets.
• Support integration of knowledge articles into ticket handling workflows and self-service channels to improve assignment and resolution efficiency.

Metrics, Reporting, and Continuous Improvement

• Monitor knowledge base usage, search behavior, article effectiveness, and user feedback to identify content gaps and quality issues.
• Maintain knowledge update logs and contribute to SLA/KLI reporting deliverables and dashboard-driven service reviews.
• Implement knowledge improvements and recommend process or SOP updates to improve service outcomes and user experience.

Training and Adoption

• Provide training and guidance to staff on knowledge management standards, tools, and content authoring best practices.
• Develop job aids and publishing guidance that standardize content structure and improve consistency across teams.
• Promote a knowledge-sharing culture that emphasizes reuse, accountability, and timely publication of validated solutions.

REQUIRED QUALIFICATIONS

Citizenship/Work Authorization: Must meet contract requirements.

Clearance: Ability to obtain and maintain SEC Public Trust (or higher if required).

Education: Bachelor's degree in a relevant field (e.g., Information Technology, Computer Science, Engineering).

Experience:

• BS Degree and 2-4 years of experience in knowledge management, information governance, or related IT roles. Additional experience may be considered in lieu of a degree
• Strong understanding of knowledge management frameworks, collaboration tools, and content lifecycle processes.
• Familiarity with ITIL practices and enterprise knowledge systems (e.g., SharePoint, Confluence).

Technical Skills:

• Knowledge management frameworks and content lifecycle management
• Enterprise knowledge systems (SharePoint, Confluence)
• SOP, FAQ, and technical documentation development and maintenance
• Collaboration tools used to support knowledge capture and publication
• Knowledge base usage monitoring, gap analysis, and continuous improvement

PREFERRED QUALIFICATIONS

• Experience supporting a federal agency IT environment and performance-based service delivery model.
• Experience implementing Knowledge-Centered Service (KCS) practices.
• Experience building dashboard-based reporting for knowledge performance, trends, and SLA outcomes.
• Familiarity with SEC OIT operational patterns, including cross-functional coordination across service delivery teams.
• Experience supporting audit-readiness documentation activities in FISMA-regulated environments.
• ITIL 4 Foundation
• KCS Practices (v6)
• Microsoft 365/SharePoint Administrator certification

WORK ENVIRONMENT / OTHER

Operational Support: May require participation in on-call or surge support activities depending on operational needs.

Location: Telework

Travel: As required per contract direction.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Securing Your Data

Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

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