Knowledge Engineer & KBA Developer - ITIL Aligned

Socket.dev

Washington, Reston (District of Columbia, VA)

On-site

USD 72,000 - 112,000

Full time

5 days ago

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Job summary

Empower AI is seeking a Knowledge Engineer / KBA Developer to support the DoS with enterprise-wide KM resources. The role develops and maintains Knowledge Base Articles for IT issues, troubleshoots guidance, and creates how-to content.

You will align SOPs with ITIL, document architecture and data flows, and produce user guides for KM tools and services. Successful candidates will have 6+ years of relevant experience, a Bachelor's in IT or related field, and security clearance.

Qualifications

6+ years
Bachelor's in IT or related field
AWS Certified DevOps Engineer or Azure DevOps Engineer Expert
Secret Security Clearance
ITIL 4 Foundation Certification(s) (preferred)

Responsibilities

Execute the Knowledge Management Plan (KMP) and manage program documentation and capture operational knowledge.
Lead the development and maintenance of Knowledge Base Articles (KBAs) for IT issues, troubleshooting procedures, and how-to guides.
Align SOPs with ITIL framework and DoS standards; update SOPs to reflect modernization initiatives and emerging technologies.
Create role-specific SOPs and TTPs for support functions.
Document systems, applications, and databases across all tiers; maintain IT infrastructure diagrams and data flows.
Maintain security policies, compliance documentation, and technical user guides.
Develop user guides and quick reference materials for common KM tasks; create orientation materials for new KM tool users.
Ensure contractor program documentation in Government-approved repositories is complete, accurate and within SLA standards.