Knowledge Management & Training Pro

Inserso; United States; On-site; USD 65,000 - 90,000; Full time

Job summary

Inserso is seeking a Knowledge Management & Training Specialist for a government-focused opportunity in Chandler, AZ. The role emphasizes managing a large knowledge base, supporting training delivery, and producing clear, compliant documentation for IT services.

You will collaborate with cross-functional teams, update training materials, and help ensure Section 508 accessibility. Strong writing and ServiceNow experience are preferred.

Qualifications

• U.S. Citizen and pass DHS E-Verify process.
• Associate degree or equivalent experience.
• 1–2 years IT support or related IT experience.
• Experience creating and maintaining technical documentation (SOPs, KBAs).
• Experience with ServiceNow or similar ITSM system.
• Experience with SharePoint or similar documentation platforms.
• Proficiency in Microsoft 365 (Word, PowerPoint, Teams).
• Strong writing and editing for technical and non-technical audiences.
• Ability to adapt and manage changing priorities.

Responsibilities

• Use ServiceNow to manage KBAs and documentation in a 3,000+ article repository.
• Create, edit, and publish KBAs for End Users, Service Desk, and Tier 2 teams.
• Review knowledge base articles for formatting and Section 508 compliance.
• Create and maintain technical documents (SOPs, service catalogs, SLAs).
• Gather and translate technical information into clear, readable docs.
• Collaborate with teams to understand IT support services and products.
• Continuously assess gaps and update KBAs to ensure high quality, current material.
• Identify knowledge and skill gaps via tickets, stakeholder feedback, KPIs.

Skills

Knowledge management

Technical writing

Training delivery

ServiceNow

Quality documentation

Attention to detail

Adaptability

Education

Associate degree or equivalent experience

Tools

ServiceNow

SharePoint

Microsoft 365

Job description

Inserso is seeking a Knowledge Management & Training Specialist for a government-focused opportunity in Chandler, AZ. The role emphasizes managing a large knowledge base, supporting training delivery, and producing clear, compliant documentation for IT services.

You will collaborate with cross-functional teams, update training materials, and help ensure Section 508 accessibility. Strong writing and ServiceNow experience are preferred.