Remote Knowledge Management Lead, Federal Service Delivery

Bixal; Fairfax (VA); On-site; USD 77,000 - 87,000; Full time

Benefits offered by this job

Flex hours

401K with matching incentive

Parental Leave

Medical/dental/vision benefits

Flex Spending Account

Short-term disability and life보험

Commuter benefits

Paid Time Off (PTO)

11 Paid holidays

Job summary

Bixal, a Fairfax, VA–based consultancy, seeks a Knowledge Management Specialist, Service Delivery to build and run the knowledge layer behind a large federal support program serving diverse users. In your first 90 days, you will stand up the Tier 0 self-service knowledge base for external users and internal staff, manage the article lifecycle, and develop operating documentation for Tier 1–3 help desk operations.

This role focuses on knowledge as a product.

Qualifications

• Active Secret clearance required (interim acceptable).
• Bachelor's degree or equivalent professional experience.
• Experience with knowledge management and content operations.
• Familiarity with ITIL practices for knowledge management.
• Experience supporting a service desk or IT operations.

Responsibilities

• Build and maintain the Tier 0 self-service knowledge base.
• Run the full lifecycle of knowledge articles.
• Implement taxonomy, tagging, metadata and content governance.
• Maintain the boundary between public and internal content.
• Write and maintain Tier 1–3 help desk SOPs and related processes.
• Partner with support, engineering and cybersecurity teams.
• Keep guidance consistent across phone, email, chat and social.
• Analyze query volume and outcomes to identify gaps.
• Produce interactive tutorials and train staff on content usage.

Skills

Active Secret clearance

Knowledge management

Technical writing

Content governance

Education

Bachelor's degree or equivalent professional experience

Tools

ServiceNow

CMS / documentation platform

Job description

Bixal, a Fairfax, VA–based consultancy, seeks a Knowledge Management Specialist, Service Delivery to build and run the knowledge layer behind a large federal support program serving diverse users. In your first 90 days, you will stand up the Tier 0 self-service knowledge base for external users and internal staff, manage the article lifecycle, and develop operating documentation for Tier 1–3 help desk operations.

This role focuses on knowledge as a product.