Knowledge Manager: IT Knowledge & AI-Driven Service Desk

Ares Enterprise; Fairfax (VA); Sur place; USD 90 000 - 125 000; Plein temps

Résumé du poste

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

The role ensures accurate, accessible content via SMP/CIP, SharePoint, and other repositories, collaborating with Service Desk Ops, Product Owners, Transition Teams, and stakeholders to improve service delivery and customer experience.

Qualifications

• Bachelor's degree in a related field.
• 3–5 years of experience in IT service management, knowledge management, technical writing, customer support, or service desk operations.
• Experience with ITSM environments and enterprise knowledge bases.

Responsabilités

• Develop, update, review, and retire Knowledge Articles (KAs) supporting enterprise applications, infrastructure services, and end-user technologies.
• Maintain all knowledge content within approved SMP/CIP environments.
• Ensure knowledge assets follow KM policies, procedures, and governance standards.
• Apply KM best practices to improve article quality, usability, searchability, and AI-assisted self-service outcomes.
• Utilize AI-assisted tools to create, revise, summarize, and enhance knowledge content and communications.
• Coordinate article review and approval workflows with Government stakeholders.
• Conduct periodic audits and reviews of knowledge articles for accuracy and relevance.
• Produce documentation for COTS software, government-developed applications, and OCIO services.
• Support implementation with accurate technical documentation for new/enhanced products.
• Develop and maintain procedural documentation to meet SLAs.
• Support outages, incidents, planned maintenance, and service disruptions communications.
• Monitor channels to ensure timely dissemination of information.
• Draft, edit, review, publish customer-facing and internal communications.
• Review incidents and service records to identify gaps and knowledge improvement opportunities.
• Analyze support trends to recommend new knowledge content.
• Participate in continuous service improvement and automation initiatives.
• Partner with stakeholders to implement AI-enabled search, article generation, and virtual agents.

Connaissances

Technical writing and editing

Knowledge article creation and lifecyc

Content organization and information

Written and verbal communication

Research and analytical problem‑solv

Process documentation development

Microsoft 365 Suite

AI-assisted content generation

Formation

Bachelor's degree

Outils

SharePoint

ServiceNow Knowledge Management

AI-powered knowledge management platforms

Description du poste

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

The role ensures accurate, accessible content via SMP/CIP, SharePoint, and other repositories, collaborating with Service Desk Ops, Product Owners, Transition Teams, and stakeholders to improve service delivery and customer experience.