Knowledge Management Specialist- Secret Clearance

Dunhill Professional Search & Government Solutions; Quantico (VA); On-site; USD 70,000 - 110,000; Full time

Job summary

Dunhill Professional Search & Government Solutions is seeking a Knowledge Management Specialist to advance information sharing and best practices across the organization. You will implement and maintain knowledge management systems, document critical assets, and collaborate with cross-functional teams to optimize accessibility and usage.

Strong writing, analytical skills, and experience with KPIs, SLAs, XLAs are required.

Qualifications

• Bachelor's Degree or equivalent relevant experience.
• 2-5 years of experience in knowledge management or related fields.
• Experience establishing and reporting KPIs, SLAs, and XLAs.

Responsibilities

• Collaborate with cross-functional teams to promote knowledge management best practices.
• Assist with implementing and maintaining knowledge management systems and tools.
• Document and organize knowledge assets such as procedures and lessons learned.
• Monitor system usage and identify opportunities for optimization.
• Leverage technology to improve accessibility and drive innovation.

Skills

KPIs/SLAs/XLAs management

Cross-functional collaboration

Analytical mindset

Strong writing

Education

Bachelor's degree or equivalent

Tools

SharePoint

MS Teams

Job description

Job Description

As a Knowledge Management Specialist, you will be instrumental in advancing the sharing and effective use of information across the organization. Your day-to-day responsibilities will involve collaborating with cross-functional teams to champion and embed best practices in knowledge management. You will play a hands-on role in implementing and maintaining knowledge management systems, ensuring that valuable assets such as procedures, lessons learned, and best practices are thoroughly documented and organized. Your analytical skills will be essential as you monitor system usage, identify opportunities for optimization, and leverage technology to improve accessibility and drive innovation within the organization.

• Collaborate with cross-functional teams to assist with the promotion and implementation of best practices for knowledge management.
• Assist with the implementation and maintenance of knowledge management systems and tools.
• Assist in the documentation and organization of knowledge management procedures, best practices, lessons learned, and other valuable knowledge assets.
• Monitor and analyze the usage of knowledge management systems to identify areas for improvement and optimization.
• Leverage technology to enhance informational accessibility and efficiency, and drive innovation across the organization.
• Stay informed about industry trends and best practices in knowledge management to continuously enhance the organization’s capabilities.

Minimum Qualifications

• Bachelor's Degree or equivalent relevant experience.
• 2-5 years of experience

Other Job Specific Skills

• Must have experience establishing, managing, and reporting Performance Measures (KPIs, SLAs, and XLAs) in support of government defined Performance Requirements. These Performance measures include SLAs that measure operational performance such as system availability, response times, and resolution times, based on the priority level of the service request, and XLAs that measure the quality of the end-user experience, including Customer Satisfaction (CSAT) and Customer Effort Score (CES). Ideal candidates have experience in establishing baselines for SLAs and XLAs producing automated reports, and dashboard capabilities/technologies with near real-time visibility into all KPIs, SLAs, and XLAs.
• Proficiency in using knowledge management/sharing tools and systems (e.g., SharePoint, MS Teams, etc.).
• Understanding of knowledge management principles and practices.
• Excellent communication and interpersonal skills to effectively collaborate with various teams.
• Strong writing skills necessary to develop and maintain supporting documentation (e.g., policies and procedures, input templates, status reports, etc.).
• Analytical mindset with the ability to identify opportunities for process improvement.
• Detail-oriented and organized with the ability to manage and prioritize tasks effectively.