Remote Knowledge Management Specialist (Tier 2 Ops)

Bixal

Fairfax (VA)

On-site

USD 77,000 - 87,000

Full time

14 days+

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Benefits offered by this job

401K with matching

Parental Leave

Medical/dental/vision benefits

Paid time off

Commuter benefits

Job summary

Bixal, located in Fairfax, VA, seeks a Knowledge Management Specialist, Digital Support Operations to sustain a large federal digital program. You will handle Tier 2 support across websites and apps, document processes, and manage communications during incidents.

Ideal candidates have 4+ years in knowledge management or related areas, with experience in knowledge bases and incident communications. This full-time role is remote within the USA and offers competitive compensation.

Qualifications

Experience in knowledge management, technical writing, or content operations.
Ability to document business processes and SOPs for an operational team.
Experience with incident/service-disruption communications and plain-language content.

Responsibilities

Provide Tier 2 support for online resources, website/interface issues, and program questions.
Manage the user request and inquiry queue with routing, tracking, and closure.
Monitor digital pages and escalate issues with timely notifications during outages.
Develop standardized processes for staff portals, help desk operations, and user messaging workflows.
Translate support data into actionable process improvements and self-service content.