Knowledge Management Process Owner in Raleigh, NC at APEX Systems

Date Posted: 4/15/2018

Job Snapshot

  • Employee Type:
  • Location:
    Raleigh, NC
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Job #:  831212

Our client is hiring a Knowledge Management Process Owner for a long term opportunity at their Raleigh location. If interested, please send your updated resume to Julie at


IT Service Management - Knowledge Management Process Owner

Our client is looking for a rockstar to join the IT Service Management (ITSM) team focused on Knowledge Management and End-User Experience with ITSM services and support. This role will be the Process Owner of Knowledge Management, with specific responsibilities within the IT Service Management Team focused on ownership of the end-to-end process including, current state optimization and future state automation potential. This person will be the liaison between Business Partners and Service Management Platform Team, soliciting feedback from services teams and drive continuous improvement projects. This person will lead and partner with Knowledge Managers within IT and other Business Service areas to design and deliver the best possible knowledge management and user experience solutions.

This person will demonstrate subject matter expertise in the Knowledge Management framework with the ability to support multiple business partners concurrently with minimal oversight by functional manager.



Is accountable for, and owns, the process Knowledge Management Framework at a leadership or management level and oversees the process. Develops and manages the roadmap for the improvement of the process. Oversees overall performance and results of the process.


Identifies and manages critical process success factors and continuously improves Service Quality (measured through KPI improvements).  Supports process reporting (KPIs, SLAs, OLAs) and presentations as needed. Reports process status and progress to peers and leadership.


Facilitates and leads creation of user experience deliverables including: wireframes, sitemaps, user flows, user scenarios, data diagrams, and clickable prototypes. Ensures great ideas translate to the functional specifications and continue through the development process. Partners with other disciplines to solicit end user feedback throughout the product development lifecycle. Evangelizes user experience best practices, strategies, techniques, and methodologies.

Acts as liaison to IT and Partner groups to promote value and benefits of processes

Explains ServiceNow (and other tools) functionality and capabilities to IT and business partners. Supports the development, improvement, operational delivery, and governance of ITSM processes and tools. Transforms business requirements into system specifications.

Approval or rejection of process deviation requests. Performs testing for specific features where configuration is required. Drives implementation of standard execution of the process as well as continuous improvements of the process across the IT and business partners. Enacts system audit practices and conduct audits to ensure data integrity. Leads process integration efforts with other ITSM processes. Manages escalations within the process. Facilitation, resolution or escalation of cross-functional issues. Responsible for the cost and investment in the process.

Required Skills and Experience

At least five years’ experience with Knowledge Management Process Ownership
Has led initiatives focused on end-user experience within ITSM services and support
Must have experience in catalog, request, incident, change, problem and knowledge management activities
Experience in providing Enterprise IT Services, including implementation of ITIL best practices

Desired Skills and Experience

Bachelor's Degree
ITIL v3 Foundation Level Certification (or better) and experience managing programs within the ITIL framework
Demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction
Strong leadership qualities and facilitation skills with the ability to lead service delivery teams through assessment and mitigation activities
Detailed understanding of the impact of change, the interdependencies and impact on the business and IT Projects
Excellent interpersonal skills including the ability to influence across the organization
Strong organizational skills with excellent attention to detail
Relevant industry certifications (ITIL, etc..)
Familiarity with ServiceNow
Familiarity Service Desk and Support best practices









EEO Employer

Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or 844-463-6178.