Knowledge Manager

Roles/Responsibilities:

Strategy & Planning

• Develop a long term knowledge management roadmap aligned with NCDIT's strategic goals, service delivery objectives, and statewide technology mandates.
• Build and maintain partnerships with state agencies, research organizations, vendors, and internal SME groups to source and validate authoritative information.
• Monitor IT industry trends, public sector best practices, and benchmarking data to advise leadership on emerging knowledge needs.
• Establish strategy for implementing collaborative platforms (SharePoint, Teams communities, digital forums) to support knowledge sharing across the enterprise.
• Design and execute plans tocapture, preserve, and transition legacy knowledge as staff, contractors, or platforms change.
• Create and enforce policies for appropriate use, retention, and access of knowledge assets following state standards and security requirements.

Acquisition & Deployment

• Participate in the evaluation and implementation of KM technologies and tools that support enterprise content, collaboration, and knowledge access.

Operational Management

• Identify, gather, and synthesize knowledge assets from distributed systems, SMEs, documentation repositories, and agency partners.
• Integrate knowledge resources with NCDIT intranets, portals, statewide platforms, document repositories, and enterprise content management solutions.
• Identify opportunities where structured knowledge improves service management, onboarding, incident resolution, and program outcomes.
• Leverage knowledge assets for staff education, end user training, and agency communications.
• Work collaboratively with content managers, process owners, and SMEs to maintain accurate, well structured content.
• Partner with IT teams to define architectures and standards for knowledge storage, retrieval, and continual improvement.
• Coordinate with infrastructure and application teams on system issues affecting knowledge availability or accessibility.
• Research and recommend knowledge management tools; evaluate emerging KM standards and technologies relevant to government IT.
• Promote a culture of collaboration, transparency, and shared learning across NCDIT and supported agencies.
• Support the governance and maintenance of enterprise documents, guides, SOPs, handbooks, knowledge articles, and other digital assets.

Mandatory Skills:

Formal Education & Certification

1. Degree in Library and Information Science, Knowledge Management, Information Science, or related field preferred; or equivalent experience.
2. Relevant certifications such as Knowledge-Centered Service (KCS), ITIL, or KM specialty certifications preferred.

Knowledge & Experience

3. Advanced skills in research, information analysis, and validation using digital, print, and traditional methods. - 5 years
4. Experience developing taxonomies, metadata schemas, and content classification strategies. - 5 year
5. Hands onexperience integrating knowledge frameworks with intranets, portals, databases,or ITSM platforms. - 5 years
6. Strong customer service orientation and familiarity with public-sector service delivery best practices. - 5 years
7. Experience with enterprise content database integration and multiple database or content management technologies. - 5 years
8. Knowledge of archiving, cataloging, and retention methodologies. - 5 years
9. Strong analytical and problem solving capabilities.
10. Excellent written and verbal communication skills, with the ability to translate technical concepts into clear business language. - 5 years
11. Demonstrated ability to gather requirements, engage stakeholders, and deliver solutions aligned with organizational needs. - 5 years
12. Understanding of project management fundamentals. - 5 years
13. Knowledge of applicable stateand federal data, privacy, and copyright regulations. - 5 years
14. Awareness of NCDIT's mission, statewide IT priorities, and enterprise service goals (or ability to quickly learn). - 5 years
15. Experience with a variety of storage media and digital content formats.

Personal Attributes

1. Ability to present ideas clearly to both technical and non technical audiences.
2. Self motivated, organized, and detail oriented.
3. Able to prioritize and manage multiple tasks in a fast paced environment.
4. Collaborative team member with strong relationship building skills.

Desirable Skills: