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Job DescriptionGeneral Dynamics Information Technology seeks a highly skilled contact center Knowledge Manager to support. 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.
How You Will Make a Difference:
Develop, maintain, and enhance a comprehensive Knowledge Management (KM) framework, ensuring contact center operations are supported by structured and up-to-date SOPs, FAQs, and procedures.Align knowledge base content with ITIL best practices, conduct regular audits, and eliminate outdated or inaccurate information.Collaborate with subject matter experts to capture critical knowledge and refine support processes.Provide training and guidance to contact center 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 request data to identify and address knowledge gaps.Optimize CRM tools, ensuring seamless ITIL-based contact center 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.Lead, mentor, and manage a team of knowledge managers.Provide training and guidance to the contact center staff on new technology tools and knowledge article development best practices.Partner with cross-functional teams, including IT, operations, and customer service, to implement new initiatives or resolve issues.What You Will Need to Succeed
Required:
Bachelor's degree in Knowledge Management, Information Systems, or related field.4+ years experience managing and maintaining contact center knowledge management processes related to content analysis, document management, data capture, portal operations & maintenance, shared storage locations, workflow, and data warehousing.Technical expertise in CRM configuration, operations, and maintenance, as well as KM integration with digital properties (e.g., Intelligent IVR, Chatbot).Expertise in developing Standard Operating Procedures (SOPs) as they relate to Knowledge Management including flagging articles for revision, editing, and approving new content, and auditing existing articles and customer experience.Experience developing a knowledge training program to teach employees how to use the KM IT Tool and contribute articles to the KM database.Technical writing, data analysis and strategic planning skills.Adaptability to changing circumstances, as well as a proactive approach to overcoming potential blockers and mitigating risks.Desired:
Certified Knowledge Manager (CKM)Familiarity with Knowledge-Centered Service (KCS) principles.Salesforce expertise for knowledge managementStrong 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: The selected applicant will be subject to a government security investigation and must meet suitability requirements for Public Trust access.
● Location: Philadelphia, PA, Indianapolis, IN or Albuquerque, NM
●Timeline: This a contingent posting, expected to start in January 2026.
GDIT IS YOUR PLACE:
● Full-flex work week to own your priorities at work and at home
● 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