Link Solutions is seeking a Knowledge Manager to drive knowledge-sharing initiatives and develop scalable information practices to ensure personnel have timely access to documentation, standards, and technical guidance to improve overall operational performance at the Army Research Laboratory in Aberdeen Proving Ground, MD.
Requirements
- IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.).
- Must have ITIL v4, Six Sigma Green Belt, or Certified Manager of Quality/Organizational Excellence (CMQ/OE) certification.
- Ability to plan and implement large-scale network configurations and upgrades while minimizing downtime.
- Experience with knowledge management tools and IT service management (ITSM) platforms (e.g., ServiceNow, SharePoint).
- Familiarity with ITIL-based service delivery models and continuous improvement practices.
- Proficiency with Microsoft Office products.
- Experience creating and modifying documentation for technical processes and procedures.
Responsibilities
- Oversee the development, organization, and maintenance of knowledge assets, including documentation, SOPs, troubleshooting guides, and best practices.
- Implement and manage knowledge management (KM) processes using existing enterprise tools and systems.
- Facilitate the continuous capture and refinement of technical insights from IT teams and engineering personnel.
- Enhance self-service support resources by improving article quality, searchability, and usability.
- Collaborate with IT teams, analysts, and engineers to ensure the knowledge base aligns with evolving support needs and technical standards.
- Promote knowledge sharing across teams to reduce resolution time and improve service delivery consistency.
- Support documentation governance, version control, and compliance with ARL and DoD KM policies.
Other
- Must be a US Citizen
- Must have an active DoD Security Clearance.
- Non-remote (relocation incentive available)
- BA/BS in computer sciences or two (2+) additional years of relevant experience working in knowledge management, IT documentation, service delivery, or similar support functions.
- Experience working in a Department of Defense (DoD) environment.
