Knowledge Management Lead, Federal Service Delivery (Remote)

Bixal; United States; Remote; USD 77,000 - 87,000; Full time

Benefits offered by this job

Flex hours

401K with matching

Parental Leave

Medical/dental/vision benefits

Flexible Spending Account

Commuter benefits

Paid Time Off (PTO)

11 Paid holidays

Job summary

Bixal is seeking a Knowledge Management Specialist, Service Delivery to build and run the Tier 0 self-service knowledge base for a large federal support program. You will manage article lifecycle, governance, and operating documentation to support Tier 1–3 desk operations.

The role covers content creation, collaboration with IT and cybersecurity, and ensuring knowledge content is accurate, accessible, and scalable for external users and internal staff. Federal program context preferred.

Qualifications

• Active Secret clearance; interim Secret acceptable to start.
• Bachelor's degree or equivalent professional experience.
• 4+ years in knowledge management, technical writing, documentation or content operations.
• Hands-on experience with an enterprise knowledge base or CMS.
• Experience supporting a service desk or IT operations with ITIL familiarity.
• Experience shaping taxonomy, metadata and content governance.

Responsibilities

• Build and maintain the Tier 0 self-service knowledge base.
• Manage end-to-end lifecycle of knowledge articles.
• Implement taxonomy, metadata and content governance.
• Maintain public/internal content boundaries.
• Write and maintain Tier 1–3 SOPs and outage processes.
• Collaborate with support, engineering and cybersecurity to capture and document knowledge.
• Measure knowledge content effectiveness and user experience.
• Produce tutorials and train staff on content submission and usage.

Skills

Knowledge management

Technical writing

Documentation development

Content operations

ITIL practices

Interviews with SMEs

Education

Bachelor's degree

Tools

ServiceNow

Content management system

ITSM platforms

Job description

Bixal is seeking a Knowledge Management Specialist, Service Delivery to build and run the Tier 0 self-service knowledge base for a large federal support program. You will manage article lifecycle, governance, and operating documentation to support Tier 1–3 desk operations.

The role covers content creation, collaboration with IT and cybersecurity, and ensuring knowledge content is accurate, accessible, and scalable for external users and internal staff. Federal program context preferred.