BigBear.ai is seeking a Knowledge/Problem Management Lead. As the lead in this role, you will be responsible for managing and enhancing the knowledge and problem management processes to ensure efficient and effective resolution of cybersecurity challenges. You will play a key role in promoting collaboration, driving continuous improvement, and maintaining a repository of valuable knowledge within CISA's cybersecurity operations.

This position will be based out of Chantilly and can be performed fully remote.

The CDM Data Services Program mission is to provide a standardized platform to collect, transform, and integrate cybersecurity data from relevant authoritative data sources into a coherent data, delivering actionable information into Agency and Federal Dashboards to identify risk areas in support of mitigation as well as to facilitate coordinated agency and national response to cyber-threats.

• Develop and implement a comprehensive knowledge management strategy and framework, enabling effective capture, sharing, and utilization of valuable knowledge in support of the program
• Lead efforts to identify, document, and categorize cybersecurity problems, leveraging industry-accepted frameworks and best practices (e.g., ITIL, ISO 20000) to manage and prioritize problem resolution activities
• Collaborate with teams, subject matter experts, and stakeholders to capture and document lessons learned, best practices, and successful case studies for broader dissemination and continuous improvement purposes
• Establish and maintain a centralized knowledge repository, ensuring the accuracy, relevance, and accessibility of information through regular review, maintenance, and updates
• Implement processes and systems to facilitate knowledge sharing and collaboration, such as document management systems, knowledge bases, and collaborative platforms, within a secure environment
• Drive the adoption of standardized documentation and reporting templates to ensure consistency and quality in documenting knowledge articles, incident reports, and problem resolutions
• Monitor and analyze cybersecurity-related incidents, problems, and service requests, identifying trends, common issues, and recurring problems to proactively address root causes and minimize their impact on Data Services operations
• Facilitate and coordinate knowledge transfer sessions, training programs, and workshops to increase situational awareness and build the capabilities of workforce
• Engage with external cybersecurity stakeholders, industry partners, and academia to leverage their knowledge and expertise, fostering collaboration and information sharing
• Collaborate with CISA's leadership to review SLOs, develop performance metrics and Key Performance Indicators (KPIs) to assess the effectiveness of knowledge and problem management initiatives, and provide regular reports and recommendations based on the analysis of such metrics

• Clearance: Must be a US citizen and pass a background investigation; Able to obtain and maintain a DHS Suitability/Entry on Duty (EOD)
• Bachelor's degree in computer science, information systems, cybersecurity, or a related field. Master's degree preferred
• Relevant professional certifications such as ITIL, ISO 20000, or Knowledge-Centered Service (KCS) certifications are highly desirable
• Minimum of 5-7 years of experience in knowledge management, problem management, or a related field, preferably within a cybersecurity or IT operations environment
• Strong knowledge of knowledge management principles, methodologies, and best practices, with an understanding of industry frameworks and standards
• Experience in implementing and managing document management systems, knowledge bases, collaborative platforms, or similar knowledge management tools
• Familiarity with incident management, problem management, and service management processes, including their integration with knowledge management practices
• Excellent analytical and problem-solving skills, with a demonstrated ability to identify and address complex cybersecurity challenges and facilitate problem resolutions
• Strong communication and interpersonal skills, with the ability to build relationships and collaborate effectively with internal teams, stakeholders, and external entities to gather and disseminate knowledge

Familiarity with:

• IRA experience
• MS SharePoint
• JConfluence
• Nb JIRA Align

BigBear.ai is a leading provider of AI-powered decision intelligence solutions for national security, supply chain management, and digital identity. Customers and partners rely on BigBear.ai's predictive analytics capabilities in highly complex, distributed, mission-based operating environments. Headquartered in Columbia, Maryland, BigBear.ai is a public company traded on the NYSE under the symbol BBAI. For more information, visit https://bigbear.ai/ and follow BigBear.ai on LinkedIn: @BigBear.ai and X: @BigBearai.