Knowledge Management Lead (SME)

Location: Hybrid – primarily remote, with occasional on-site presence at the Customer's facilities in Washington, DC as required (mainly for stakeholder engagement, interviews, and Service Desk observation, which may include occasional evening or weekend shifts during the initial assessment). Travel is not authorized; candidates must be able to reach the Washington, DC area locally.

Clearance/Screening Requirements: U.S. citizenship required.

Position Summary:

PBG is seeking an experienced Knowledge Management Lead to serve as the subject matter expert (SME) for knowledge capture and documentation on our Customer's Service Desk modernization. The Customer is consolidating distributed Level 1 (L1) IT support into a unified Service Desk delivered by a Managed Service Provider (MSP), and documented, validated knowledge is the foundation for higher first-call resolution. This key position designs the knowledge management strategy, leads knowledge transfer workshops with the Customer's technical SMEs, and directs development of the runbooks, knowledge articles, and video tutorials that the Customer and its future MSP will rely on. This position is estimated at a minimum allocation of 50 percent.

Key Responsibilities:

The Knowledge Management Lead shall be responsible for the following:

• Assess the structure, content, and utilization of the Customer's current knowledge base as part of the current state assessment.
• Develop the Knowledge Management Strategy, including knowledge base structure and content strategy, article lifecycle workflow, a governance model with content ownership, and self-service enablement.
• Create knowledge article templates with an embedded style guide, and build a ranked list of priority topics for initial knowledge base population.
• Develop the Knowledge Transfer Plan, SME engagement communications, and standardized knowledge capture templates, including interview guides, observation checklists, and validation forms.
• Facilitate knowledge transfer sessions with SMEs to capture tribal knowledge through structured facilitation.
• Direct development of a Service Desk runbook library and a knowledge base content package ready for ServiceNow publication.
• Produce video tutorials and quick reference guides that demonstrate complex and common Service Desk procedures.
• Measure knowledge coverage against ticket volume and service catalog items, and track identified gaps through remediation.
• Lead structured testing of runbooks with Customer technical staff, prepare the runbook remediation plan, and obtain SME acceptance sign-off by knowledge domain.
• Support configuration of the ServiceNow Knowledge module, including taxonomy, article templates, and lifecycle workflows.
• Direct the work of non-key personnel assigned to knowledge capture and documentation.

Minimum Qualifications:

• Seven (7) years of knowledge management experience in IT support environments.
• Three (3) years developing knowledge bases for Service Desk/Help Desk operations.
• Experience with the ServiceNow Knowledge module or similar platforms.
• Strong technical writing and documentation skills.
• Experience facilitating knowledge transfer workshops with SMEs.
• Knowledge of adult learning principles and instructional design.
• Ability to create visual content (screenshots, diagrams, videos).
• S. citizenship.

Highly Valued Qualifications Preferred, but Not Required:

• Knowledge-Centered Service (KCS) certification (KCS v6 Practitioner or Contributor).
• Experience creating 100 or more technical runbooks or procedures.
• Video production/editing skills for training materials.
• Experience with taxonomy development and information architecture.
• Certified Technical Writer or similar credential.
• Experience with Federal IT environments.
• Familiarity with Section 508 accessibility requirements.