Remote Knowledge Manager for Federal Service Desk & Content

Bixal; Reston (VA); Remote; USD 77,000 - 87,000; Full time

Job summary

Bixal, a Fairfax, VA-based consulting company, is seeking a Knowledge Management Specialist, Service Delivery to build and run the knowledge layer behind a large-scale federal support program serving diverse users.

In 90 days, you’ll stand up the program’s Tier 0 self-service knowledge base and manage article lifecycle, then develop operating documentation for Tier 1–3 help desk operations. The role emphasizes a knowledge-as-a-product mindset.

Qualifications

• Active Secret clearance (interim acceptable)
• Hands-on experience with an enterprise knowledge base, documentation platform, or content management system
• Experience supporting a service desk or IT operations environment, with ITIL familiarity
• Direct responsibility for taxonomy, metadata and content governance of a knowledge base
• Ability to translate complex technical material into user-friendly content
• Ability to extract knowledge from subject-matter experts through interviewing

Responsibilities

• Knowledge Base & Content Governance: Build and maintain Tier 0 self-service knowledge base; manage life cycle of knowledge articles; implement taxonomy, tagging, metadata, governance; separate public vs internal content.
• Help Desk & Operational Knowledge: Write and maintain Tier 1–3 SOPs; collaborate with support, engineering, and cybersecurity to capture and document knowledge; ensure consistency across channels.
• Measurement & User Experience: Analyze query volume and trends; map customer journeys; target content to friction points.
• Enablement & Knowledge Adoption: Produce interactive video tutorials and job aids; train staff to submit and use knowledge content; perform other duties as trained.

Skills

Knowledge management

Technical writing

Content operations

Taxonomy & metadata

ITIL practices

Interview SMEs

Plain-language writing

Service desk support

Security clearance

Enterprise knowledge base

Documentation platform

Education

Bachelor's degree

Tools

ServiceNow

Job description

Bixal, a Fairfax, VA-based consulting company, is seeking a Knowledge Management Specialist, Service Delivery to build and run the knowledge layer behind a large-scale federal support program serving diverse users.

In 90 days, you’ll stand up the program’s Tier 0 self-service knowledge base and manage article lifecycle, then develop operating documentation for Tier 1–3 help desk operations. The role emphasizes a knowledge-as-a-product mindset.