Knowledge Management Associate - VA Enterprise Service Desk

General Dynamics Information Technology, Inc.; Bossier City (LA); On-site; USD 29,000 - 40,000; Full time

Job summary

General Dynamics Information Technology, Inc. is seeking a Knowledge Management Specialist Associate in Bossier City, LA to support the VA Enterprise Service Desk.

You will help develop processes, write knowledge content, and collaborate with SMEs, QA, and training teams to ensure accurate documentation. You will use ServiceNow and generative AI tools to analyze content, create articles, and deliver regular reports.

Qualifications

• High School Diploma or equivalent and 4+ years related experience.
• Intermediate to advanced technical skills.
• Willingness and ability to obtain a US Public Trust designation.
• Foundational knowledge of technology/software.
• Louisiana residency within commuting distance of the Bossier City facility.

Responsibilities

• Communicate with VA SMEs to develop and write processes for the VA ESD.
• Collaborate with Knowledge Management team and other streams on VA ESD changes.
• Use ServiceNow and Generative AI tools to create/analyze content and documents.
• Prepare meeting materials and host SME meetings with notes.
• Analyze knowledge article usage and pain points to improve content.
• Deliver weekly/monthly reports and manage tasks with prioritization.
• Peer reviews of Knowledge Articles and collaboration within the team.
• Support ESD by taking calls during elevated volume periods.

Skills

Communication

Knowledge management

Researching

Task management

Technical writing

Education

High School Diploma or Equivalent

Tools

ServiceNow

Generative AI

Job description

General Dynamics Information Technology, Inc. is seeking a Knowledge Management Specialist Associate in Bossier City, LA to support the VA Enterprise Service Desk.

You will help develop processes, write knowledge content, and collaborate with SMEs, QA, and training teams to ensure accurate documentation. You will use ServiceNow and generative AI tools to analyze content, create articles, and deliver regular reports.