The Knowledge Manager supports NCDIT s mission by developing, maintaining, and maturing enterprise knowledge assets that improve service delivery, decisionmaking, and operational efficiency across state agencies. This role collects, analyzes, organizes, and disseminates information critical to government IT operations, ensuring staff, partners, and stakeholders have reliable access to accurate, actionable knowledge.

This position also leads initiatives that reduce information silos, sustain institutional knowledge, and strengthen the department s knowledge governance practices.

Strong analytical capability, excellent communication skills, and a serviceoriented mindset are essential.

Responsibilities

Strategy & Planning

Develop a longterm knowledge management roadmap aligned with NCDIT s strategic goals, servicedelivery 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, publicsector 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, enduser training, and agency communications.

Work collaboratively with content managers, process owners, and SMEs to maintain accurate, wellstructured 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.

Position Requirements

FormalEducation & Certification

Degree in Library and Information Science, Knowledge Management, Information Science, or related field preferred; or equivalent experience.

Relevant certifications such as Knowledge-Centered Service (KCS), ITIL, or KM specialty certifications preferred.

Knowledge & Experience

Advanced skills in research, information analysis, and validation using digital, print, and traditional methods.

Experience developing taxonomies, metadata schemas, and content classification strategies.

Handsonexperience integrating knowledge frameworks with intranets, portals, databases,or ITSM platforms.

Strong customerservice orientation and familiarity with public-sector service delivery best practices.

Experience with enterprise contentdatabase integration and multiple database or content management technologies.

Knowledge of archiving, cataloging, and retention methodologies.

Strong analytical and problemsolving capabilities.

Excellent written and verbal communication skills, with the ability to translate technical concepts into clear business language.

Demonstrated ability to gather requirements, engage stakeholders, and deliver solutions aligned with organizational needs.

Understanding of project management fundamentals.

Knowledge of applicable stateand federal data, privacy, and copyright regulations.

Awareness of NCDIT s mission, statewide IT priorities, and enterprise service goals (or ability to quickly learn).

Experience with a variety of storage media and digital content formats.

Personal Attributes

Ability to present ideas clearly to both technical and nontechnical audiences.

Selfmotivated, organized, and detailoriented.

Able to prioritize and manage multiple tasks in a fastpaced environment.

Collaborative team member with strong relationshipbuilding skills.

Work Conditions

Primarily remote with occasional (1 per month average) on-site visits.

Sitting for extended periods of time.

Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.

Lifting and transporting of moderately heavy objects, such as computers and peripherals.