ITSM Knowledge Management Process Owner (Sr IT Consultant) - Remote Available

Discover Vanderbilt University Medical Center:  Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery, and patient care, VUMC is a community of individuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued, your knowledge expanded, and your abilities challenged. Vanderbilt Health is committed to an environment where everyone has the chance to thrive and where your uniqueness is sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilt’s mission is to advance health and wellness through preeminent programs in patient care, education, and research.

Organization:

VUMC IT Configuration Mgmt

Job Summary:

The ITSM Knowledge Management Process Owner is responsible for implementing, improving, and governing the Knowledge Management process following ITSM best practices. This role ensures that knowledge is effectively captured, curated, and shared across the organization to improve service delivery, reduce incident resolution times, and enhance customer satisfaction.

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KEY RESPONSIBILITIES:

Process Ownership & Governance

• Define and maintain the Knowledge Management process in alignment with ITSM best practices.

• Establish policies, standards, and procedures for knowledge creation, validation, publishing, and retirement.

• Ensure compliance with governance frameworks and audit requirements.

Strategic Enablement

• Develop a knowledge strategy that supports business and IT objectives.

• Promote a culture of knowledge sharing and continuous learning across IT teams.

• Identify and implement improvements to increase knowledge reuse and reduce duplication.

Collaboration & Stakeholder Engagement

• Partner with Service Desk, Incident, Problem, and Change Management teams to ensure knowledge capture and integration.

• Collaborate with subject matter experts (SMEs) to validate and maintain high-quality knowledge articles.

• Facilitate training and awareness programs for knowledge contributors and consumers.

Technology & Tools

• Administer and optimize the Knowledge Management System (KMS).

• Ensure seamless integration of KM tools with ITSM platforms (e.g., ServiceNow, BMC Remedy).

• Monitor usage metrics and user feedback to enhance accessibility and effectiveness.

Continuous Improvement

• Conduct regular reviews and audits of knowledge content for accuracy and relevance.

• Track and report key performance indicators (KPIs) such as article usage, resolution rates, and user satisfaction.

• Lead initiatives to improve knowledge lifecycle management and content quality.

Required Capabilities

• Bachelor's degree in Information Technology, Business, or related field.

• ITIL v4 foundation certification required or other equivalent ITSM certification

• 5+ years of experience in ITSM, with at least 2 years in Knowledge Management.

• Strong understanding of ITSM processes and service delivery frameworks.

• Experience with Knowledge Management tools and ITSM platforms (i.e ServiceNow)

• Excellent communication, facilitation, and stakeholder management skills.

Preferred Skills

• ITIL v4 intermediate certification preferred

• Experience with ServiceNow Knowledge Management module.

• Familiarity with KCS (Knowledge-Centered Service) methodology.

• Analytical mindset with ability to interpret metrics and drive decisions.

• Change management and training experience.

About the Department:

VUMC IT

VUMC IT provides hardware, software and service solutions for the entire Medical Center. With over 40,000 workstations in the Medical Center, our teams can assist not only with hardware support, but also software and application support and services to enhance security and protection of your information. 

Position Shift: Days

Our professional administrative functions include critical supporting roles in information technology and informatics, finance, administration, legal and community affairs, human resources, communications and marketing, development, facilities, and many more.

At our growing health system, we support each other and encourage excellence among all who are part of our workforce. High-achieving employees stay at Vanderbilt Health for professional growth, appreciation of benefits, and a sense of community and purpose.

Core Accountabilities:

Organizational Impact: Independently delivers on objectives with understanding of how they impact the results of own area/team and other related teams. Problem Solving/ Complexity of work: Utilizes multiple sources of data to analyze and resolve complex problems; may take a new perspective on existing solution. Breadth of Knowledge: Has advanced knowledge within a professional area and basic knowledge across related areas. Team Interaction: Acts as a "go-to" resource for colleagues with less experience; may lead small project teams.

Core Capabilities :

Supporting Colleagues: - Develops Self and Others: Invests time, energy, and enthusiasm in developing self/others to help improve performance e and gain knowledge in new areas. - Builds and Maintains Relationships: Maintains regular contact with key colleagues and stakeholders using formal and informal opportunities to expand and strengthen relationships. - Communicates Effectively: Recognizes group interactions and modifies one's own communication style to suit different situations and audiences. Delivering Excellent Services: - Serves Others with Compassion: Seeks to understand current and future needs of relevant stakeholders and customizes services to better address them. - Solves Complex Problems: Approaches problems from different angles; Identifies new possibilities to interpret opportunities and develop concrete solutions. - Offers Meaningful Advice and Support: Provides ongoing support and coaching in a constructive manner to increase employees' effectiveness. Ensuring High Quality: - Performs Excellent Work: Engages regularly in formal and informal dialogue about quality; directly addresses quality issues promptly. - Ensures Continuous Improvement: Applies various learning experiences by looking beyond symptoms to uncover underlying causes of problems and identifies ways to resolve them. - Fulfills Safety and Regulatory Requirements: Understands all aspects of providing a safe environment and performs routine safety checks to prevent safety hazards from occurring. Managing Resources Effectively: - Demonstrates Accountability: Demonstrates a sense of ownership, focusing on and driving critical issues to closure. - Stewards Organizational Resources: Applies understanding of the departmental work to effectively manage resources for a department/area. - Makes Data Driven Decisions: Demonstrates strong understanding of the information or data to identify and elevate opportunities. Fostering Innovation: - Generates New Ideas: Proactively identifies new ideas/opportunities from multiple sources or methods to improve processes beyond conventional approaches. - Applies Technology: Demonstrates an enthusiasm for learning new technologies, tools, and procedures to address short-term challenges. - Adapts to Change: Views difficult situations and/or problems as opportunities for improvement; actively embraces change instead of emphasizing negative elements.

Position Qualifications:

Responsibilities:

Certifications:

Work Experience:

Relevant Work Experience

Experience Level:

5 years

Education:

Bachelor's

Vanderbilt Health is committed to fostering an environment where everyone has the chance to thrive and is committed to the principles of equal opportunity.  EOE/Vets/Disabled.