Remote Knowledge Management Specialist – Federal Program

Bixal; United States; Remote; USD 77,000 - 87,000; Full time

Benefits offered by this job

401K with matching

Parental Leave

Medical/dental/vision benefits

Flex Spending Account

Life insurance

Paid Time Off

11 Paid holidays

Commuter benefits

Job summary

Bixal is seeking a Knowledge Management Specialist, Service Delivery to build and run the Tier 0 knowledge base for a large federal support program. You will manage article lifecycle, taxonomy, and content governance, serving both external users and internal staff.

In the first 90 days you'll stand up the knowledge base, develop SOPs for Tier 1–3, and partner with engineering and cybersecurity to ensure accuracy, accessibility, and security across channels.

Qualifications

• Active Secret clearance required; interim acceptable to start.
• Bachelor's degree or equivalent professional experience.
• At least 4 years in knowledge management, documentation, or content operations.
• Experience with an enterprise knowledge base or CMS.
• Understanding of ITIL practices for knowledge management and service desks.

Responsibilities

• Build and maintain the Tier 0 self-service knowledge base.
• Run the full lifecycle of knowledge articles and govern taxonomy.
• Develop SOPs for Tier 1–3 support and align with IT security requirements.
• Collaborate with Tier 1–3, engineering, and cybersecurity to capture knowledge.
• Analyze query volume and guide content to improve user experience.
• Produce job aids and video tutorials; train staff to use knowledge content.

Skills

Secret clearance

Knowledge management

Technical writing

Content operations

Plain-language documentation

Education

Bachelor's degree or equivalent

Tools

ServiceNow

ITSM platforms

Job description

Bixal is seeking a Knowledge Management Specialist, Service Delivery to build and run the Tier 0 knowledge base for a large federal support program. You will manage article lifecycle, taxonomy, and content governance, serving both external users and internal staff.

In the first 90 days you'll stand up the knowledge base, develop SOPs for Tier 1–3, and partner with engineering and cybersecurity to ensure accuracy, accessibility, and security across channels.