Knowledge Management SME

Northramp is seeking an experienced Knowledge Management subject matter expert to build the knowledge foundation for an enterprise Service Desk modernization at a federal agency. The engagement consolidates distributed Level 1 IT support across the agency’s divisions into a single, centrally managed Service Desk delivered by a Managed Service Provider (MSP) and run on ServiceNow.

You will turn what the agency’s specialized IT teams know into documented, validated, searchable knowledge that MSP agents can use to resolve issues at L1 and L2. The role owns the knowledge management strategy, plans and runs the knowledge-transfer program with subject matter experts, leads development of a 150–200 runbook library, and validates that content is production-ready before MSP agents are trained. You will work with our ServiceNow Architect to build the knowledge base into the platform.

This role is part of Northramp’s integrated delivery model, where engineers and advisors work as one team to bring sound judgment, disciplined execution, and deep federal experience to high-stakes modernization programs.

Hybrid, based in the Washington, DC metro area. On-site presence at client locations in Washington, DC is expected on a cadence aligned to program needs, including knowledge-transfer workshops and stakeholder sessions. This role is not open to candidates outside the DC region.

Clearance

U.S. citizenship and eligibility to work in the United States are required.

• Medical, Dental, and Vision Insurance

• 401(k) Retirement Plan

• Basic Life, Voluntary Life, and AD&D Insurance

• Short-Term and Long-Term Disability Insurance

• Paid Time Off

• Paid Parental Leave

• Training and Professional Development

• Remote Work Opportunities

• Wellness Resources