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SCITLS Knowledge Management Analyst

General Dynamics Information Technology • Offutt Air Force Base, NE • 4h ago

Req ID: RQ207124

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: Top Secret/SCI

Public Trust/Other Required: None

Job Family: Program Delivery and Execution

Skills:

Documentations,Knowledge Management,Professional Writing,Writing

Certifications:

ITIL v3 - ITIL - ITIL, Certified Knowledge Practitioner - CKP - KM Institute (KMI) - KM Institute (KMI)

Experience:

2 + years of related experience

US Citizenship Required:

Yes

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 Engineer 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 guides

Align knowledge base content with ITIL best practices, conduct regular audits, and eliminate outdated or inaccurate information

Collaborate with service desk analysts, IT teams, and military personnel to capture critical knowledge and refine support processes

Provide training and guidance to service desk staff on knowledge resource utilization

Implement and manage a self-service portal to empower end-users and reduce dependency on direct support

Analyze ticketing trends and incident data to identify and address knowledge gaps

Optimize ServiceNow Knowledge Management tools, ensuring seamless ITIL-based service desk operations

Track and analyze knowledge base usage metrics to drive continuous improvement and automation

Stay current with emerging trends in Knowledge Management and ITSM to adopt best practices

Create clear and effective IT knowledge articles to support technical documentation needs

Required Qualifications:

?Education: BA/BS or equivalent experience

Experience: 2+ years in knowledge management, ITSM, and/or technical writing

Technical Skills:

ServiceNow KM & ITSM expertise

Strong understanding of ITIL framework

Familiarity with Knowledge-Centered Service (KCS) principles

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 content

Attention to detail: Ensure clarity and accuracy in documentation

Adaptability & Initiative: Ability to navigate evolving military IT environments and proactively address knowledge gaps

Security Clearance: Must have Active Secret clearance (Active Top Secret preferred) and be able to obtain Top Secret/SCI

Location: Offutt AFB, NE - On Customer Site

Travel: Some travel may be required

Preferred Certifications:

Certified Knowledge Practitioner CKP - Km Institute (KMI)

KCS v6 Practices - Knowledge Centered Services

GDIT IS YOUR PLACE:

401K with company match

Comprehensive health and wellness packages

Internal mobility team dedicated to helping you own your career

Professional growth opportunities including paid education and certifications

Cutting-edge technology you can learn from

Rest and recharge with paid vacation and holidays

SCITLS

The likely salary range for this position is $70,720 - $95,680. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

Join our Talent Community to stay up to date on our career opportunities and events at https://gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

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