Knowledge Manager (ServiceDesk)

Peraton is seeking a highly skilled Service Desk Knowledge Manager to support a service desk environment. This individual will be 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 government 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.

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* Align knowledge base content with ITIL best practices, conduct regular audits, and eliminate outdated or inaccurate information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

* 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 the best practices

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

Required Qualifications:

TS/SCI Clearance
• BA/BS 6+ years in knowledge management, ITSM, or related fields
• Three or more years' experience managing an IT knowledge database including technical and / or customer content
• Strong communication: Ability to translate technical concepts into user-friendly content

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we're keeping people around the world safe and secure.