Knowledge Management Specialist, Digital Support Operations

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 key digital pages, tools, and functionalities, escalating issues as needed.

• Uphold the service outage and interruption notification process, ensuring support content aligns with ongoing incidents.

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

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

• Train staff on submitting, utilizing, and maintaining knowledge and content.

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

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

• Contribute to digital publishing operations, which includes managing the editorial calendar, recurring publications/newsletters, subscriptions, and conducting audits.

• Work alongside search specialists to educate staff on search, findability, and content standards.

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

• Examine recurring issues, trends, and topics.

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

• Carry out other relevant responsibilities as qualified or trained.

⛳️ Requirements

• Active Secret clearance; interim Secret is acceptable to start.

• 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 providing tiered customer or program support.

• Familiarity with defined acknowledgment and routing timeframes using a ticketing or case management system.

• Knowledge of ITIL practices related to knowledge management, incident, problem, and change management.

• Experience in documenting business processes and standard operating procedures utilized by an operational team.

• Background in incident or service-disruption communications, including processes, severity definitions, and notification templates.

• Ability to extract knowledge from subject-matter experts and convert it into practical documentation.

• Competence in translating complex technical or policy information into clear, plain-language 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-provided short-term disability and life insurance.

• Commuter benefits.

• Paid Time Off (PTO).

• 11 paid holidays.

• Reasonable accommodations for applicants with disabilities.

• Support for professional development and future opportunities.