OverviewSOS International, LLC (SOSi) is currently seeking a Knowledge Management Process Manager in Fort Huachuca, AZ . The Knowledge Management Process Manager will be responsible for driving the development, execution, and improvement of government-approved strategies, policies, and practices encompassing operational knowledge for the government customer. To accomplish these responsibilities, the selected candidate will use the four dimensions of service management as described in the ITIL4 framework (Organizations and People, Information and Technology, Partners and Suppliers, and Value Streams and Processes) as the basis for knowledge management activities, to meet agreed-upon service level targets derived from agreed-upon key performance indicators (KPI). A professional attitude, strong work ethic, and the ability to communicate and work with all levels of a complex organization are a must, along with the ability to work in a fast-paced, dynamic environment, both independently or as part of a team effort.Essential Job Duties
Establishing, documenting, and improving processes and procedures related to efficient and effective operational knowledge management for an enterprise-class IT organization
Developing KPIs, metrics, and reporting methodologies to measure the performance and improvement of the knowledge management practice
Working directly with customer practice/process owners and peer practice/process managers to ensure efficient and effective inter-practice inputs, outputs, and relationships in alignment with organizational policies, stakeholder goals, and customer requirements
Working directly with the service management practices subject matter expert to ensure related activities adhere to standards and align with best practice guidance from ITIL v3 and ITIL4 frameworks, following the methodologies promoted by the Knowledge Management Institute (KMI)
Working directly with and mentoring service management process analysts in the gathering, interpretation, trending, and reporting of related data
Working directly with leadership and back-office technical support teams to implement, maintain, and improve the confidentiality, integrity, and accessibility of operational knowledge, including, but not limited to, communication standards, documentation standards, data retention policies, and knowledge base content management
Developing and implementing a training strategy to ensure organizational proficiency in conducting knowledge management activities
Providing organizational leadership with actionable guidance, based on analysis of practice-related activities, to make operational, tactical, or strategic decisions
Preparing and presenting periodic reports for organizational leadership, discussing practice performance, significant actions, and practice improvement efforts
Coordinating with external organizations as needed to support customer goals
Participate in other duties and/or special projects as required
Minimum Requirements
Active in scope SECRET clearance or the ability to obtain Interim SECRET eligibility
HS +5 years of IT experience, AA/AS +3 or BA/BS +1
ITIL v3 Foundation certification required
KMI Certified Knowledge Manager (CKM) certification is required within 180 days
Occasional travel may be required for work or training purposes
Ability to perform on-call and after duty hours as needed
Communicate effectively both orally and in a written form with users and office staff
Capable of explaining complex procedures both verbally and in writing
Work independently and within a team structure
Ability to set priorities and organize work to meet deadlines
Establish and maintain a cooperative working relationship with those contacted during the course of the work day
Ability to solve problems quickly and completely in a logical manner
Preferred Qualifications
ITILv4 Certification
Work Environment
Working conditions are normal for an office environment.
Fast paced, deadline-oriented environment.
May require periods of non-traditional working hours including consecutive nights or weekends (if applicable)
SOSi is an equal employment opportunity employer and affirmative action employer. All interested individuals will receive consideration and will not be discriminated against on the basis of race, color, religion, sex, national origin, disability, age, sexual orientation, gender identity, genetic information, or protected veteran status. SOSi takes affirmative action in support of its policy to advance diversity and inclusion of individuals who are minorities, women, protected veterans, and individuals with disabilities.