Remote Knowledge Management Specialist - Digital Support Operations

Bixal; United States; Teletrabalho; USD 77 000 - 87 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Flexible hours

401K matching

Parental Leave

Health benefits

FSA

Disability & life insurance

Commuter benefits

PTO 11 holidays

Resumo da oferta

Bixal is seeking a Knowledge Management Specialist, Digital Support Operations to sustain a large federal digital program. You will provide Tier 2 support for websites and applications, document business processes, and establish user communications during outages.

Responsibilities include developing standardized workflows, maintaining the knowledge base, training staff, and ensuring content meets federal plain-language standards.

Qualificações

• ><span>Active Secret clearance or ability to obtain</span>
• <span>Bachelor's degree or equivalent experience</span>
• <span>4+ years in knowledge management, documentation, or support operations</span>
• <span>Experience with incident/communication processes</span>
• <span>Ability to extract knowledge from SMEs</span>
• <span>Strong ability to translate complex material to plain language</span>

Responsabilidades

• Provide Tier 2 support for online resources, website/interface issues, and program questions.
• Manage the user request and inquiry queue, including acknowledgment, routing, tracking, and closure.
• Monitor digital pages and tools daily and escalate problems.
• Maintain outage notification process and align content with active incidents.
• Develop and document standardized processes for staff portals and help desk operations.
• Review and manage SOPs, approvals, reporting for link vetting.
• Train staff to submit, use, and maintain knowledge and content.
• Publish and edit content to meet program standards and federal plain-language requirements.
• Collaborate with search and IA teams on metadata and findability.

Conhecimentos

Knowledge management

Technical writing

Content operations

Customer support operations

Interviews with SMEs

Plain-language writing

Editing

Formação académica

Bachelor's degree

Ferramentas

Content management system

Enterprise knowledge base

Descrição da oferta de emprego

Bixal is seeking a Knowledge Management Specialist, Digital Support Operations to sustain a large federal digital program. You will provide Tier 2 support for websites and applications, document business processes, and establish user communications during outages.

Responsibilities include developing standardized workflows, maintaining the knowledge base, training staff, and ensuring content meets federal plain-language standards.