Knowledge Management Specialist

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

📋 Description

• Develop and sustain the Tier 0 self-service knowledge repository for both external users and internal personnel.

• Manage the entire lifecycle of knowledge articles.

• Establish taxonomy, tagging, metadata, and governance for content.

• Ensure a clear distinction between public-facing and internal content.

• Create and maintain Standard Operating Procedures (SOPs) for Tier 1–3 help desk operations, account setup and maintenance, as well as outage notification processes.

• Collaborate with Tier 1–3 support teams, engineering, and cybersecurity to gather and document knowledge effectively.

• Maintain consistency in support guidance across various communication channels, including phone, email, chat, and social media.

• Analyze query volumes, resolution rates, and support trends to pinpoint knowledge deficiencies.

• Contribute to the mapping of the customer journey and tailor content to address common points of friction.

• Create interactive video tutorials and job aids.

• Train help desk and program staff on how to submit, review, and utilize knowledge content.

• Undertake additional relevant tasks as qualified or trained.

⛳️ Requirements

• Current Secret clearance; an interim Secret is acceptable for initial employment.

• Bachelor’s degree or equivalent professional experience.

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

• Hands-on experience with an enterprise knowledge base, documentation platform, or content management system.

• Experience in supporting a service desk or IT operations environment.

• Practical understanding of tiered support models.

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

• Direct responsibility for the taxonomy, metadata, and content governance of a knowledge base or documentation library.

• Proficient in extracting knowledge from subject-matter experts and converting it into actionable documentation.

• Ability to translate intricate technical information into straightforward, accessible content.

• Must be legally authorized to work in the US; Bixal does not offer visa sponsorship.

🏝️ Benefits

• Flexible working hours.

• 401K with matching incentives.

• Parental leave.

• Medical, dental, and vision benefits.

• Flexible Spending Account.

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

• Commuter benefits.

• Paid Time Off (PTO).

• 11 paid holidays.

• Reasonable accommodations for applicants with disabilities.