Remote Enterprise Knowledge & Process Improvement Lead

ShadowObjects, LLC

Northern (KY)

Hybrid

USD 95,000 - 140,000

Full time

3 days ago

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Job summary

ShadowObjects LLC is seeking an Enterprise Knowledge Management & Process Improvement Specialist to support a Department of the Navy enterprise procurement and eBusiness Tier 2 capability. The role focuses on converting issues into reusable knowledge, standardizing processes, and delivering measurable service improvements across the DON ecosystem.

You'll work with Tier 2 leadership, SMEs, analysts, and stakeholders to reduce recurring support demand and improve service quality across

Qualifications

Bachelor’s degree in business, management, information systems, instructional design, organizational development, knowledge management, communications, or a related discipline.
Minimum 5 years of relevant experience in knowledge management, process improvement, business process analysis, training development, service management, or a similar field.
Ability to translate complex processes or technical information into clear, usable guidance.
Experience creating knowledge articles, SOPs, job aids, process documentation, or training materials.
Experience documenting and analyzing end-to-end business processes.
Ability to understand and document workflows that cross multiple systems and organizations.
Strong writing and editing skills.
Experience facilitating process-improvement or root-cause-analysis activities.
Ability to manage multiple knowledge products and maintain configuration/version control.

Responsibilities

Develop, maintain, and continuously improve the enterprise Tier 2 knowledge base.
Convert resolved Tier 2 cases into reusable knowledge articles, FAQs, decision trees, job aids, and troubleshooting guidance.
Develop knowledge that addresses both individual systems and end-to-end processes that cross multiple eBusiness platforms.
Establish and maintain standards for knowledge articles, including ownership, validation, review, expiration, and version control.
Work with procurement SMEs and system stakeholders to ensure published guidance accurately reflects applicable policy, process, system procedures, and cross-system dependencies.
Identify recurring support issues that should be addressed through knowledge, training, process redesign, automation, data correction, system enhancement, or other systemic corrective action.
Map end-to-end procurement and eBusiness processes and identify unnecessary handoffs, unclear responsibilities, duplicate effort, data breaks, system seams, and other sources of user friction.
Develop and maintain standard operating procedures for enterprise Tier 2 service delivery.
Support standardization of intake, triage, escalation, resolution, closure, and knowledge-capture processes.
Create concise user-facing job aids and reference materials for frequently encountered issues.
Develop support-side guidance covering issues that span ePS, AMS, Navy ERP, PIEE, SAM.gov, NECO, and related systems, as applicable.
Support development and delivery of targeted training based on actual support demand and recurring user issues.
Partner with the Enterprise Tier 2 Service Operations & Data Analyst to identify high-volume and high-effort opportunities for improvement.
Facilitate root-cause and continuous-improvement activities for recurring enterprise support issues.
Track corrective actions resulting from systemic problems and assess whether implemented changes reduce future support demand.
Identify repetitive support activities suitable for workflow automation or AI-assisted support.
Assist with design and testing of lightweight workflow automation where appropriate.
Maintain a structured taxonomy for support topics, systems, processes, knowledge articles, issue categories, and service documentation.
Capture lessons learned and incorporate them into future enterprise service delivery.
Coordinate with system program offices and other support organizations when changes to enterprise guidance are required.
Support communication of changes in processes, tools, systems, or procedures to the supported community.
Measure the use and effectiveness of knowledge articles, training materials, and process improvements.
Help identify recurring problems caused by gaps between systems, business rules, data, policy, and operational execution.