Knowledge Management Specialist, Service Delivery

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

📋 Description

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

• Manage the entire lifecycle of knowledge articles.

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

• Uphold the distinction between public and internal content.

• Create and update Tier 1–3 help desk Standard Operating Procedures (SOPs), account setup/maintenance SOPs, and outage-notification protocols.

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

• Ensure support guidance remains uniform across phone, email, chat, and social media channels.

• Evaluate query volume, resolution rates, and support trends to pinpoint knowledge gaps.

• Aid in customer journey mapping and target content to address common friction points.

• Create interactive video tutorials and job aids.

• Train help desk and program staff on submitting, reviewing, and utilizing knowledge content.

• Execute other pertinent duties as qualified and trained.

⛳️ Requirements

• Must possess an active Secret clearance; an interim Secret clearance is acceptable to begin.

• A Bachelor's degree or equivalent professional experience is required.

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

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

• Background in supporting a service desk or IT operations environment is preferred.

• A working knowledge of tiered support models is important.

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

• Direct accountability for taxonomy, metadata, and content governance of a knowledge base or documentation library is necessary.

• Experience with structured authoring and standards is expected.

• Capability to extract knowledge from subject-matter experts and convert it into usable documentation.

• Proficiency in translating complex technical material into clear, accessible content.

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

• Bixal does not offer visa sponsorship.

🏝️ Benefits

• Flexible working hours.

• 401K plan with matching contributions.

• Parental leave policy.

• Comprehensive medical, dental, and vision benefits.

• Flexible Spending Account (FSA).

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

• Commuter benefits available.

• Paid Time Off (PTO) policy.

• 11 paid holidays throughout the year.

• Reasonable accommodations for applicants with disabilities.

• Support for professional development and an inclusive, purpose-driven workplace culture.