REQ#: RQ200108Public Trust: None Requisition Type: Regular Your Impact

Own your opportunity to manage the network that makes mission success possible. Make an impact by using your skills to deliver “One GDIT Network” for our clients.

Job Description

General Dynamics Information Technology seeks a highly skilled Service Desk Knowledge Engineer to support a military service desk environment. This is a one-deep position, meaning the individual will be solely responsible for developing, maintaining, and optimizing the knowledge management system to improve service desk efficiency and effectiveness. The ideal candidate will have strong technical expertise, exceptional organizational skills, and experience in knowledge management, IT service management (ITSM), and military IT environments. This role is perfect for a proactive knowledge management professional who thrives in a dynamic IT service desk environment and is committed to optimizing support processes through structured documentation and continuous improvement. 

How a Service Desk Knowledge Manager will make a difference:

Develop, maintain, and enhance a comprehensive Knowledge Management (KM) framework, ensuring service desk operations are supported by structured and up-to-date SOPs, FAQs, and troubleshooting guidesAlign knowledge base content with ITIL best practices, conduct regular audits, and eliminate outdated or inaccurate informationCollaborate with service desk analysts, IT teams, and military personnel to capture critical knowledge and refine support processesProvide training and guidance to service desk staff on knowledge resource utilizationImplement and manage a self-service portal to empower end-users and reduce dependency on direct supportAnalyze ticketing trends and incident data to identify and address knowledge gapsOptimize ServiceNow Knowledge Management tools, ensuring seamless ITIL-based service desk operationsTrack and analyze knowledge base usage metrics to drive continuous improvement and automationStay current with emerging trends in Knowledge Management and ITSM to adopt best practicesCreate clear and effective IT knowledge articles to support technical documentation needs

Required Qualifications:

​Education: BA/BS or equivalent experience

Experience: 5+ years in knowledge management, ITSM, or related fields

Technical Skills:

ServiceNow KM & ITSM expertiseStrong understanding of ITIL frameworkFamiliarity with Knowledge-Centered Service (KCS) principlesTechnical writing experience

Ability to Obtain ITIL 4 Foundation – ITSM Certification within the first 9 months             

Key Attributes:

Strong communication: Ability to translate technical concepts into user-friendly contentAttention to detail: Ensure clarity and accuracy in documentationAdaptability & Initiative: Ability to navigate evolving military IT environments and proactively address knowledge gaps

Security Clearance: Top Secret/SCI Eligible

Location: Offutt AFB, NE – On Customer Site.

Travel: Some travel may be required

Preferred Certifications:

Certified Knowledge Practitioner CKP – Km Institute (KMI)ITIL v3 or v4 FoundationKCS v6 Practices - Knowledge Centered Services

GDIT IS YOUR PLACE:

401K with company matchComprehensive health and wellness packagesInternal mobility team dedicated to helping you own your careerProfessional growth opportunities including paid education and certificationsCutting-edge technology you can learn fromRest and recharge with paid vacation and holidays

#SCITLS