Remote Knowledge Management Specialist, Service Delivery

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

Short-term disability and life保险

Commuter benefits

PTO

11 Paid holidays

Job summary

Bixal seeks a Knowledge Management Specialist, Service Delivery to build and run the knowledge layer behind a large-scale federal support program. You’ll launch Tier 0 self-service knowledge for external users and staff, then manage article lifecycles and governance across Tier 1–3 operations.

You’ll work with IT, cybersecurity, and data teams to ensure content is accurate, accessible, and scalable, supporting a trustworthy digital presence for the program.

Qualifications

• Active Secret clearance. An interim Secret is acceptable to start.
• Bachelor's degree, or equivalent professional experience.
• At least 4 years in knowledge management, technical writing, documentation development, or content operations.
• Hands-on experience with an enterprise knowledge base, documentation platform, or content management system.
• Experience supporting a service desk or IT operations environment, with a working understanding of tiered support models and familiarity with ITIL practices for knowledge management, incident, problem and change.
• Direct responsibility for the taxonomy, metadata and content governance of a knowledge base or documentation library — structured authoring and standards, not writing alone.
• Demonstrated ability to draw knowledge out of subject‑matter experts, interviewing technical staff and turning what they know into documentation someone else can follow.
• Demonstrated ability to translate complex technical material into clear, plain‑language content that a non‑technical reader can act on.

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, account setup/maintenance SOPs, and outage-notification processes.
• Partner with Tier 1–3 support staff, engineering, and cybersecurity to capture and document knowledge.
• Keep support guidance consistent across phone, email, chat, and social media.
• Analyze query volume, resolution rates, and support trends to identify knowledge gaps.
• Contribute to customer journey mapping and target content to common friction points.
• Produce interactive video tutorials and job aids.
• Train help desk and program staff to submit, review, and use knowledge content.
• Other relevant duties as qualified/trained to perform

Skills

Knowledge management

Technical writing

Content governance

Stakeholder interviewing

Education

Bachelor's degree

Tools

ServiceNow

Content management system

Job description

Bixal seeks a Knowledge Management Specialist, Service Delivery to build and run the knowledge layer behind a large-scale federal support program. You’ll launch Tier 0 self-service knowledge for external users and staff, then manage article lifecycles and governance across Tier 1–3 operations.

You’ll work with IT, cybersecurity, and data teams to ensure content is accurate, accessible, and scalable, supporting a trustworthy digital presence for the program.