Remote Knowledge Management Specialist - Digital Support

Bixal; Fair Oaks (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

Company provided short-term disability

Commuter benefits

Paid Time Off (PTO)

11 Paid holidays

Job summary

Bixal seeks a Knowledge Management Specialist, Digital Support Operations to keep a large public-facing federal digital program running smoothly. You will provide Tier 2 support across websites and applications, document business processes, and improve the support operation.

This role emphasizes building reusable content, training staff, and communicating outages clearly while focusing on process improvement, compliance with federal standards, and scalable publishing for a national audience.

Qualifications

• At least 4 years in knowledge management, writing or content operations.
• Experience with knowledge base or content management system.
• Experience with ticketing/case management and ITIL practices.
• Ability to translate complex material into clear plain-language content.
• Ability to interview SMEs to extract knowledge and turn it into usable documents.

Responsibilities

• Provide Tier 2 support for online resources and program questions.
• Manage the user request queue with acknowledgment, routing, tracking and closure.
• Maintain outage notification processes and align content with incidents.
• Develop and document standardized processes for staff portals and help desks.
• Train staff to submit, use, and maintain knowledge content.
• Edit and proofread content against standards and federal plain-language requirements.

Skills

Knowledge management

Technical writing

Content operations

Documentation development

Customer support operations

Education

Bachelor's degree

Tools

Knowledge base software

Documentation platform

Content management system

Ticketing system

Job description

Bixal seeks a Knowledge Management Specialist, Digital Support Operations to keep a large public-facing federal digital program running smoothly. You will provide Tier 2 support across websites and applications, document business processes, and improve the support operation.

This role emphasizes building reusable content, training staff, and communicating outages clearly while focusing on process improvement, compliance with federal standards, and scalable publishing for a national audience.