Senior Knowledge Manager

Lead the development and governance of the enterprise Knowledge Management Program supporting CDC IT operations. Establish standards, processes, and quality controls for knowledge articles, SOPs, work instructions, technical documentation, and operational playbooks. Collaborate with technical and business stakeholders to capture institutional knowledge and ensure critical operational information is documented and maintained. Drive continuous improvement initiatives by analyzing incident trends, service metrics, and customer feedback to identify documentation and process improvement opportunities. Oversee the complete knowledge lifecycle, including content creation, review, approval, publication, archival, and retirement. Develop knowledge metrics and dashboards to measure content quality, usage, effectiveness, and contribution to service performance. Mentor technical teams on knowledge-sharing best practices and foster a culture of continuous learning and collaboration. Partner with ServiceNow administrators and process owners to optimize Knowledge Management capabilities, workflows, and self-service functionality. Support organizational change initiatives by ensuring documentation accurately reflects system enhancements, process changes, and technology modernization efforts. Ensure compliance with IT governance, security policies, and documentation standards across all supported environments.