Hybrid Knowledge Center Analyst — Public AI Help & Self-Service

Empower AI; United States; Hybrid; USD 66,000 - 102,000; Full time

Job summary

Empower AI seeks a Knowledge Center Tier 0 / Knowledge Analyst to build and tune public knowledge base and AI chatbot content, enabling external users to resolve mission-application issues without direct KC contact.

The role analyzes data, writes guides, and collaborates with the KC Lead and governance teams to support content development, with hybrid work from Quantico, VA and remote eligibility.

Qualifications

• Bachelor's degree and a minimum of 3 years of related experience (an additional 4 years of related experience may be substituted for the degree).
• Must be a U.S. Citizen.
• Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start.
• Must be willing and able to obtain Top Secret eligibility after start, if required by mission needs.
• Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
• Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
• Minimum of 3 years of experience in knowledge management, technical writing, or IT service desk operations with significant knowledge authoring responsibility.
• Hands-on experience authoring and managing content in an enterprise knowledge management platform (e.g., ServiceNow Knowledge Management) and understanding of knowledge lifecycle governance.
• Strong plain-language writing and editing skills and the ability to translate technical troubleshooting into user-friendly steps.
• Experience analyzing usage, search, and feedback data to improve content.
• Familiarity with IT service desk operations, common end-user technologies (Windows, Microsoft 365, mobile, VPN), and ITSM processes.
• Strong collaboration and interviewing skills to capture knowledge from technical subject matter experts.

Responsibilities

• Design, write, and maintain public-facing how-to guides, FAQs, and troubleshooting articles for external users of DISS, NISS, NBIS, and other designated applications, ensuring accuracy, plain language, Section 508 accessibility, and appropriate handling of sensitive information.
• Design and tune the public AI chatbot's conversational content and knowledge suggestions, evaluate fallback and abandonment rates, and measure and report external Tier 0 deflection for the Customer Support Metrics Dashboard.
• Analyze ticket data, escalation trends, search logs, chatbot fallback rates, and article feedback to identify knowledge gaps and high-value content opportunities, and determine content development priorities with service desk and Tier II leads.
• Design, write, review, and publish knowledge articles for the public self-service knowledge base and the internal technical knowledge base, determining audience, structure, and level of detail under the KM governance framework and quality standards.
• Design and refine the conversational content and knowledge articles that power the Tier 0 AI chatbot / Virtual Agent, evaluate conversation logs, and decide content changes that improve automated resolution accuracy and deflection.
• Determine keyword, metadata, category, and search configuration strategies so the knowledge base surfaces relevant content suggestions during service request initiation and supports ticket deflection.
• Capture tacit knowledge from subject matter experts through interviews, shadowing, and incident reviews, evaluate it for accuracy and reuse, and convert it into standardized knowledge assets.

Skills

Knowledge management

Technical writing

Content authoring

Data analysis

Collaboration

Interviewing

Education

Bachelor's degree

Tools

ServiceNow Knowledge Management

Power BI

Job description

Empower AI seeks a Knowledge Center Tier 0 / Knowledge Analyst to build and tune public knowledge base and AI chatbot content, enabling external users to resolve mission-application issues without direct KC contact.

The role analyzes data, writes guides, and collaborates with the KC Lead and governance teams to support content development, with hybrid work from Quantico, VA and remote eligibility.