Required Qualifications:

• ITIL Intermediate Level Certification (state exam)
• Experience aggregating/managing knowledge at enterprise IT level
• Experience transforming artifacts to Tier 0/FAQs reducing incidents/service requests
• Experience identifying new incident/service request categories for ITSM portal
• Experience vetting/reviewing legacy knowledge for transfer to new KM system

Preferred:

• Federal TO/contract KM experience delivering Tier 0/FAQs
• Strategic content creation/optimization/deployment experience across large orgs
• Experience managing KM content & portals (customer and B2B)
• Knowledge Management Certification (state certification)
• Experience implementing User/Human-centered design in portals/interactions
• Relevant educational degree