JCS Solutions LLC
Senior ITIL Network Knowledge Manager
JCS Solutions LLC, Fort Belvoir, Virginia, United States, 22060
Grow, innovate, and generate progress: Harness your expertise to solve challenges and celebrate success!
Job Summary JCS Solutions LLC (JCS) is seeking an experienced Senior ITIL Network Knowledge Manager to join our IT service management team supporting our DOD customer. The ideal candidate will ensure the quality, accuracy, and effectiveness of our network knowledge management processes in alignment with ITIL4 best practices. If you are interested in a challenge and a great working environment, apply today!
What’s in it for you
Join a premier technology firm specializing in innovative solutions.
Be part of a collaborative, inclusive, and innovative work culture.
Enjoy tremendous growth potential in a high-performing team environment.
A robust benefits package:
Health, dental, and vision insurance
Life insurance
Short- and long-term disability
Paid time off (PTO)
401k retirement plan with employer match
Annual Professional Development Reimbursement Program
And more!
What you will do
Assist in developing, implementing, and maintaining ITIL-based knowledge management processes for service desk and IT operations
Develop and enforce quality standards for knowledge articles and documentation
Monitor, manage, and maintain knowledge articles within ServiceNow
Conduct regular audits of the knowledge management system to ensure compliance with customer’s policies, procedures, governance and ITIL guidelines
Collaborate with operations and engineering teams to capture, validate, and organize knowledge effectively
Analyze and report on knowledge usage, gaps, and improvement opportunities
Train staff on ITIL knowledge management practices and tools
Ensure knowledge base articles are up-to-date, relevant, and easily accessible
Implement continuous improvement initiatives for knowledge management processes
Coordinate with change management and problem management teams to update knowledge based on incidents and changes
Support continuous improvement initiatives within the incident management function
What you will bring
Clearance: Current Top Secret/SCI Clearance. U.S. Citizenship required
Bachelor’s degree in computer science, Information Technology, or similar technical field
8–12 years of prior relevant experience or Master’s with 6–10 years of prior relevant experience. Specific experience, education and training may be considered in lieu of degree.
Knowledge of the Service Management workflows and ITSM processes
Current ITIL 4 certification and training
Experience implementing and using ServiceNow as a knowledge management repository
Proficiency in data analysis and statistical methods
Excellent problem-solving and analytical skills
Strong communication and interpersonal skills
Ability to work in a fast‑paced, dynamic environment
How you will wow us
ServiceNow Certifications: ServiceNow Certified Implementation Specialist – Software Asset Management (CIS‑SAM) or ServiceNow Certified System Administrator (CSA)
Professional Certifications: IAITAM Certified Software Asset Manager (CSAM) or CHAMP
Analytical Skills: Metrics‑driven thinker with the ability to translate ServiceNow data into actionable cost‑saving insights
Communication: Ability to present complex compliance data to diverse stakeholders and management levels
SQL/Reporting: Experience with SQL or advanced ServiceNow Reporting/Performance Analytics to generate custom license metrics
About JCS Solutions JCS Solutions (JCS) is a premier technology firm providing innovative solutions and high‑quality services in defense, national security, and civilian sectors. We offer enterprise‑wide solutions including cloud computing, software development, cybersecurity, digital modernization, and management consulting for the federal government. At JCS, we elevate our customers’ mission through the application of technology and professional services. Our commitment to investing in our workforce drives innovation and progress for our clients, employees, and communities. JCS has been certified as a Great Place to Work for four consecutive years and was named Washington Post’s Top Places to Work for 2024 and 2025.
Core Values
Customer Experience: Strive for excellence and delight our clients
Innovation: Embrace creative thinking to enable continual growth and powerful solutions
Accountability: Take ownership of and pride in our actions and service delivery
Inspire: Be inspired to be your best self and have fun in the process
Integrity: Do the right thing, the right way, every time!
Stewardship: The careful and responsible management of something entrusted to our care.
Commitment to Non‑Discrimination All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local laws.
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Job Summary JCS Solutions LLC (JCS) is seeking an experienced Senior ITIL Network Knowledge Manager to join our IT service management team supporting our DOD customer. The ideal candidate will ensure the quality, accuracy, and effectiveness of our network knowledge management processes in alignment with ITIL4 best practices. If you are interested in a challenge and a great working environment, apply today!
What’s in it for you
Join a premier technology firm specializing in innovative solutions.
Be part of a collaborative, inclusive, and innovative work culture.
Enjoy tremendous growth potential in a high-performing team environment.
A robust benefits package:
Health, dental, and vision insurance
Life insurance
Short- and long-term disability
Paid time off (PTO)
401k retirement plan with employer match
Annual Professional Development Reimbursement Program
And more!
What you will do
Assist in developing, implementing, and maintaining ITIL-based knowledge management processes for service desk and IT operations
Develop and enforce quality standards for knowledge articles and documentation
Monitor, manage, and maintain knowledge articles within ServiceNow
Conduct regular audits of the knowledge management system to ensure compliance with customer’s policies, procedures, governance and ITIL guidelines
Collaborate with operations and engineering teams to capture, validate, and organize knowledge effectively
Analyze and report on knowledge usage, gaps, and improvement opportunities
Train staff on ITIL knowledge management practices and tools
Ensure knowledge base articles are up-to-date, relevant, and easily accessible
Implement continuous improvement initiatives for knowledge management processes
Coordinate with change management and problem management teams to update knowledge based on incidents and changes
Support continuous improvement initiatives within the incident management function
What you will bring
Clearance: Current Top Secret/SCI Clearance. U.S. Citizenship required
Bachelor’s degree in computer science, Information Technology, or similar technical field
8–12 years of prior relevant experience or Master’s with 6–10 years of prior relevant experience. Specific experience, education and training may be considered in lieu of degree.
Knowledge of the Service Management workflows and ITSM processes
Current ITIL 4 certification and training
Experience implementing and using ServiceNow as a knowledge management repository
Proficiency in data analysis and statistical methods
Excellent problem-solving and analytical skills
Strong communication and interpersonal skills
Ability to work in a fast‑paced, dynamic environment
How you will wow us
ServiceNow Certifications: ServiceNow Certified Implementation Specialist – Software Asset Management (CIS‑SAM) or ServiceNow Certified System Administrator (CSA)
Professional Certifications: IAITAM Certified Software Asset Manager (CSAM) or CHAMP
Analytical Skills: Metrics‑driven thinker with the ability to translate ServiceNow data into actionable cost‑saving insights
Communication: Ability to present complex compliance data to diverse stakeholders and management levels
SQL/Reporting: Experience with SQL or advanced ServiceNow Reporting/Performance Analytics to generate custom license metrics
About JCS Solutions JCS Solutions (JCS) is a premier technology firm providing innovative solutions and high‑quality services in defense, national security, and civilian sectors. We offer enterprise‑wide solutions including cloud computing, software development, cybersecurity, digital modernization, and management consulting for the federal government. At JCS, we elevate our customers’ mission through the application of technology and professional services. Our commitment to investing in our workforce drives innovation and progress for our clients, employees, and communities. JCS has been certified as a Great Place to Work for four consecutive years and was named Washington Post’s Top Places to Work for 2024 and 2025.
Core Values
Customer Experience: Strive for excellence and delight our clients
Innovation: Embrace creative thinking to enable continual growth and powerful solutions
Accountability: Take ownership of and pride in our actions and service delivery
Inspire: Be inspired to be your best self and have fun in the process
Integrity: Do the right thing, the right way, every time!
Stewardship: The careful and responsible management of something entrusted to our care.
Commitment to Non‑Discrimination All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local laws.
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