Knowledge Management Lead (SME)

Location: Hybrid – primarily remote, with occasional on-site presence at the Customer's facilities in Washington, DC as 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 the Service Desk modernization for our customer. 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.

Key Responsibilities

• Assess the structure, content, and utilization of the Customer's current knowledge base (KB) as part of the Phase 1 current state assessment.
• Develop the Knowledge Management Strategy, including KB structure and content strategy, article lifecycle workflow, a governance model with content ownership by domain, self-service enablement, and knowledge effectiveness metrics.
• Create 5–10 knowledge article templates with an embedded style guide and build a ranked list of 100–150 priority topics for initial KB population.
• Develop the Knowledge Transfer Plan, including SME requirements by functional area, the workshop schedule, SME engagement communications, and standardized knowledge capture templates such as interview guides, observation checklists, and validation forms.
• Facilitate 50–75 knowledge transfer sessions with SMEs from Desktop Support, Network Engineering, IT Security, Application Support, Database/Server, and Linux Administration teams to capture tribal knowledge through structured facilitation.
• Direct development of a Service Desk runbook library of 150–200 documented procedures and a KB content package of 150 or more articles ready for ServiceNow publication.
• Produce 20–30 video tutorials and 10–15 quick reference guides that demonstrate complex and common Service Desk procedures.
• Manage SME validation of each procedure and measure knowledge coverage against ticket volume and Service Catalog items, tracking identified gaps through remediation.
• Lead structured testing of 50–75 critical runbooks with Customer technical staff, prepare the runbook remediation plan, obtain SME acceptance sign-off by knowledge domain, and assess Customer Service Desk team readiness.
• 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.