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**Req ID:** RQ200108

**Type of Requisition:** Regular

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

**Public Trust/Other Required:** None

**Job Family:** Technical Documentation

Skills:

Knowledge Management,Knowledge Management Tools,Technical Documents

Certifications:

ITIL Foundation - ITIL, Certified Knowledge Manager (CKM) - Knowledge Management Institute (KMI)

Experience:

5 + 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 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 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+ Align knowledge base content with ITIL best practices, conduct regular audits, and eliminate outdated or inaccurate information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:** 5+ years in knowledge management, ITSM, or related fields

Technical Skills:

+ ServiceNow KM & ITSM expertise

+ Strong understanding of ITIL framework

+ Familiarity with Knowledge-Centered Service (KCS) principles

+ Technical 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 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:** 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 Foundation

+ 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 $79,560 - $107,640. 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.

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans