Knowledge Manager: AI-Driven IT Docs (Remote)

Ares Enterprise; Northern (KY); Hybrid; USD 78,000 - 100,000; Full time

Job summary

Ares Enterprise is seeking a Knowledge Manager to develop, maintain, and enhance IT knowledge resources, technical documentation, customer self-service content, and organizational communications supporting USPTO enterprise systems and services.

This role ensures accurate, accessible, and AI-optimized knowledge content is available to IT support personnel and end users through SMP/CIP, SharePoint, and other approved repositories.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Communications, English, Technical Writing, Information Management, or related field.
• Experience with ITSM environments and knowledge management.
• SharePoint Administration or Content Management experience.

Responsibilities

• Develop, update, review, and retire Knowledge Articles (KAs) supporting enterprise applications, infrastructure services, and end-user technologies.
• Maintain all knowledge content within approved Service Management Platform (SMP/CIP) environments.
• Ensure knowledge assets follow Knowledge Management policies, procedures, and established governance standards.
• Apply knowledge management best practices to improve article quality, usability, searchability, and AI-assisted self-service outcomes.
• Utilize approved AI-assisted tools to create, revise, summarize, and enhance knowledge content and communications.
• Coordinate article review and approval workflows with designated Government stakeholders prior to publication or retirement.
• Conduct periodic audits and reviews of knowledge articles to ensure continued accuracy and relevance.
• Produce documentation for Commercial-Off-The-Shelf (COTS) software, government-developed applications, and OCIO services.
• Support implementation and transition activities by ensuring accurate technical documentation exists for new and enhanced products.
• Develop and maintain procedural documentation required to meet operational support requirements and Service Level Agreements (SLAs).
• Support messaging related to outages, incidents, planned maintenance, and service disruptions.
• Monitor designated communication channels, service mailboxes, and service management systems to ensure timely dissemination of information.
• Draft, edit, review, and publish customer-facing and internal communications.
• Review Incident, Problem, and Service Request records to identify documentation gaps and opportunities for knowledge improvement.
• Analyze support trends and recurring issues to recommend new knowledge content.
• Participate in continuous service improvement initiatives by identifying opportunities to automate, streamline, or enhance knowledge management processes.
• Partner with stakeholders to implement emerging technologies, including AI-enabled knowledge search, article generation, case summarization, and virtual agent capabilities.

Skills

Technical writing

Documentation

Content organization

Written and verbal communication

Research and problem solving

AI-assisted content generation

Knowledge management

Education

Bachelor's degree in Information Technology or related field

Tools

SharePoint

ServiceNow Knowledge Management

Microsoft 365 Suite

AI-enabled knowledge management tools

Job description

Ares Enterprise is seeking a Knowledge Manager to develop, maintain, and enhance IT knowledge resources, technical documentation, customer self-service content, and organizational communications supporting USPTO enterprise systems and services.

This role ensures accurate, accessible, and AI-optimized knowledge content is available to IT support personnel and end users through SMP/CIP, SharePoint, and other approved repositories.