Knowledge Management Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver Tier 2 support for online resources, website/interface challenges, and program inquiries.

• Oversee the user request and inquiry queue, which includes acknowledgment, routing, tracking, and resolution.

• Conduct daily monitoring of essential digital pages, tools, and functionalities, escalating issues as necessary.

• Manage the notification process for service outages and interruptions.

• Ensure support content is aligned with ongoing incidents.

• Create and document standardized business procedures for staff portals, help desk operations, and user messaging workflows.

• Operate and sustain the link-vetting program, which involves reviews, SOPs, approvals, reporting, and recommendations for replacements.

• Educate staff on how to submit, utilize, and maintain knowledge and content.

• Execute technical editing and proofreading in accordance with program standards, AP style, and federal plain-language requirements.

• Collaborate with information architecture and search specialists on metadata, categorization, retrieval, reuse, tracking, and routing.

• Contribute to digital publishing activities, including the editorial calendar, recurring publications/newsletters, subscriptions, and audits.

• Partner with search specialists to enhance staff education regarding search, findability, and content standards.

• Develop and uphold the Tier 2 customer support satisfaction dashboard.

• Analyze recurring issues, trends, and topics.

• Convert support data into process enhancements and self-service content.

• Carry out other pertinent duties as qualified/trained.

⛳️ Requirements

• Active Secret clearance; interim Secret is acceptable for initial employment.

• Bachelor's degree or equivalent professional experience.

• Minimum of 4 years in knowledge management, technical writing, documentation development, content operations, or customer support operations.

• Practical experience with an enterprise knowledge base, documentation platform, or content management system.

• Proven experience in providing tiered customer or program support.

• Experience adhering to defined acknowledgment and routing timeframes using a ticketing or case management system.

• Familiarity with ITIL practices related to knowledge management, incident, problem, and change.

• Experience in documenting business processes and standard operating procedures for operational teams.

• Experience with incident or service disruption communications, encompassing processes, severity definitions, and notice templates.

• Ability to extract knowledge from subject-matter experts and transform it into usable documentation.

• Capability to convert complex technical or policy materials into clear, plain-language content.

• Must be legally authorized to work in the United States.

• Bixal does not offer visa sponsorship.

• ITIL v4 Foundation certification or a willingness to obtain it within 90 days of employment is preferred.

• Experience supporting a federal or DoD program is preferred.

• Strong editing skills are an advantage.

• Experience translating support or content performance data into process enhancements is a plus.

• Familiarity with enterprise email or subscription publishing platforms is a plus.

• Experience in developing training materials and conducting workshops is a plus.

🏝️ Benefits

• Flexible hours.

• 401K with matching incentives.

• Parental Leave.

• Medical, dental, and vision benefits.

• Flexible Spending Account.

• Company-provided short-term disability and life insurance.

• Commuter benefits.

• Paid Time Off (PTO).

• 11 Paid holidays.

• Reasonable accommodations for applicants with disabilities.