The Knowledge Manager supports NCDIT s mission by developing, maintaining, and maturing enterprise knowledge assets that improve service delivery, decision-making, and operational efficiency across state agencies.
The role is responsible for collecting, analyzing, organizing, validating, and disseminating information critical to government IT operations. The Knowledge Manager ensures that staff, partners, and stakeholders have reliable access to accurate, actionable knowledge.
The position also leads initiatives to reduce information silos, preserve institutional knowledge, and strengthen enterprise knowledge governance practices. Strong analytical capabilities, excellent communication skills, and a service-oriented mindset are essential.
Key Responsibilities
Strategy & Planning
Develop and maintain a long-term Knowledge Management (KM) roadmap aligned with NCDIT strategic goals, service-delivery objectives, and statewide technology mandates.
Establish partnerships with state agencies, research organizations, vendors, and internal subject-matter experts (SMEs) to source and validate authoritative information.
Monitor IT industry trends, public-sector best practices, and benchmarking data to identify emerging knowledge needs and provide recommendations to leadership.
Develop strategies for using collaborative platforms such as SharePoint, Microsoft Teams communities, and digital forums to support enterprise knowledge sharing.
Design and execute strategies to capture, preserve, and transition legacy knowledge as employees, contractors, or technology platforms change.
Develop and enforce policies governing the use, retention, classification, and access of knowledge assets in accordance with state standards and security requirements.
Acquisition & Deployment
Evaluate and support the implementation of Knowledge Management technologies and tools for enterprise content, collaboration, search, and knowledge access.
Assess emerging KM standards, frameworks, and technologies relevant to government IT environments.
Knowledge Operations & Management
Identify, collect, analyze, and synthesize knowledge from distributed systems, SMEs, documentation repositories, and agency partners.
Integrate knowledge resources with NCDIT intranets, portals, statewide platforms, document repositories, and enterprise content management systems.
Identify opportunities to use structured knowledge to improve service management, employee onboarding, incident resolution, and program outcomes.
Leverage knowledge assets to support staff education, end-user training, and agency communications.
Collaborate with content managers, process owners, and SMEs to ensure content remains accurate, current, consistent, and well structured.
Partner with IT teams to define architectures, standards, and processes for knowledge storage, retrieval, search, and continuous improvement.
Coordinate with infrastructure and application teams to address technical issues affecting knowledge availability, accessibility, or usability.
Research and recommend KM tools and technologies based on organizational requirements and industry best practices.
Promote collaboration, transparency, knowledge sharing, and continuous learning across NCDIT and supported state agencies.
Support the governance, maintenance, lifecycle management, and accessibility of enterprise documents, guides, SOPs, handbooks, knowledge articles, and other digital assets.
Position Requirements
Education & Certifications
Bachelor s degree in Library and Information Science, Knowledge Management, Information Science, or a related field preferred; equivalent professional experience may be considered.
Relevant certifications such as Knowledge-Centered Service (KCS), ITIL, or Knowledge Management certifications are preferred.
Knowledge & Experience
Advanced research, information analysis, validation, and information-sourcing skills using digital, print, and traditional research methods.
Experience developing taxonomies, metadata schemas, information architectures, and content classification strategies.
Hands-on experience integrating knowledge frameworks with intranets, portals, databases, document repositories, content management systems, or ITSM platforms.
Strong customer-service orientation and understanding of public-sector service-delivery practices.
Experience integrating enterprise content with databases and working across multiple database and content-management technologies.
Knowledge of archiving, cataloging, records retention, and information lifecycle management methodologies.
Strong analytical, critical-thinking, and problem-solving skills.
Excellent written and verbal communication skills, with the ability to translate technical concepts into clear business language.
Demonstrated experience gathering requirements, engaging stakeholders, and delivering solutions aligned with organizational needs.
Understanding of project management principles and practices.
Knowledge of applicable state and federal requirements related to data privacy, information management, records retention, and copyright.
Ability to quickly understand NCDIT s mission, statewide IT priorities, enterprise services, and agency requirements.
Experience working with a variety of digital content formats and storage media.
Personal Attributes
Ability to communicate and present ideas effectively to both technical and non-technical audiences.
Self-motivated, organized, detail-oriented, and accountable.
Ability to prioritize and manage multiple initiatives in a fast-paced environment.
Collaborative team member with strong stakeholder engagement and relationship-building skills.
Service-oriented approach to knowledge sharing and organizational improvement.
Work Conditions
Primarily remote with occasional onsite work in Raleigh, approximately once per month.
Ability to sit and work at a computer for extended periods.
Ability to operate computer keyboards, mice, and related equipment.
Ability to lift and transport moderately heavy equipment, including computers and peripherals.
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