Remote Knowledge Management Specialist: Tier 0-3 Support

Bixal; United States; 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 insure.

Commuter benefits

PTO

11 Paid holidays

Job summary

Bixal is seeking a Knowledge Management Specialist, Service Delivery to build and run the knowledge layer behind a large-scale federal support program. You will stand up the Tier 0 self-service knowledge base for external users and internal staff within the first 90 days and manage the article lifecycle to keep knowledge accurate and trustworthy.

You will develop operating documentation for Tier 1–3 help desk operations and partner with engineering, cybersecurity, and support staff to ensure

Qualifications

• Active Secret clearance; interim acceptable to start.
• Bachelor's degree or equivalent professional experience.
• At least 4 years in knowledge management, technical writing, content operations.
• Experience with an enterprise knowledge base or CMS.
• Familiarity with ITIL knowledge management and service desk concepts.
• Ability to extract knowledge from SMEs and translate for non-technical readers.

Responsibilities

• Build and maintain the Tier 0 self-service knowledge base.
• Develop and govern taxonomy, metadata and content governance.
• Create Tier 1–3 SOPs and outage-notification processes.
• Collaborate with Tier 1–3, engineering and cybersecurity.
• Analyze support trends and improve content accordingly.
• Produce video tutorials and job aids; train staff.

Skills

Knowledge management

Technical writing

Documentation development

Content operations

ITIL practices

Interview SMEs

Plain-language writing

Communication skills

Education

Bachelor's degree

Equivalent experience

Tools

ServiceNow

CMS

Job description

Bixal is seeking a Knowledge Management Specialist, Service Delivery to build and run the knowledge layer behind a large-scale federal support program. You will stand up the Tier 0 self-service knowledge base for external users and internal staff within the first 90 days and manage the article lifecycle to keep knowledge accurate and trustworthy.

You will develop operating documentation for Tier 1–3 help desk operations and partner with engineering, cybersecurity, and support staff to ensure