Knowledge Management Lead — PeopleSoft & Help Desk (Hybrid)

Spatial Front, Inc; Arlington (VA); On-site; USD 90,000 - 135,000; Full time

Job summary

Spatial Front, Inc. is seeking a Knowledge Management SME to support front desk operations and daily office administration in Arlington, VA.

The role focuses on leading knowledge management for PeopleSoft HCM help desk, turning tickets and known issues into searchable content across PeopleSoft CRM and related repositories. The ideal candidate will combine knowledge management, service desk, and content governance with digital adoption familiarity to enable guided help and self-service options,

Qualifications

• Bachelor's degree in Information Systems, Computer Science, or related field.
• 5+ years of knowledge management or related enterprise support experience.
• Hands-on content creation: knowledge articles, SOPs, runbooks, FAQs.
• Experience with PeopleSoft CRM or similar ticketing/case management platform.
• Strong knowledge lifecycle, taxonomy, metadata, and content governance.

Responsibilities

• Lead knowledge management activities for Tier 2 help desk using PeopleSoft HCM and CRM.
• Capture incidents and resolutions, convert to structured, reusable content.
• Develop and govern articles, runbooks, FAQs, decision trees, and job aids.
• Maintain article quality, metadata, taxonomy, versioning, and approval workflows.
• Apply KCS, continuous improvement, and content refinement practices.
• Analyze tickets to identify knowledge gaps and high-volume issues.
• Collaborate with developers, analysts, trainers, and stakeholders to validate content.
• Create end-user self-service content and guided instructions.
• Support onboarding and enablement with easy-to-consume knowledge assets.
• Define and track metrics like usage, search success, and deflection.

Skills

Knowledge management

Help desk/support

Content governance

Process improvement

Written/verbal communication

Education

Bachelor's degree in Information Systems/Computer Science or related field

Tools

PeopleSoft CRM

Oracle Guided Learning (OGL) / WalkMe

Job description

Spatial Front, Inc. is seeking a Knowledge Management SME to support front desk operations and daily office administration in Arlington, VA.

The role focuses on leading knowledge management for PeopleSoft HCM help desk, turning tickets and known issues into searchable content across PeopleSoft CRM and related repositories. The ideal candidate will combine knowledge management, service desk, and content governance with digital adoption familiarity to enable guided help and self-service options,