Service Center Knowledge & Reporting Lead

Quivera Enterprises, LLC; Albuquerque (NM); On-site; USD 55,000 - 58,000; Full time

Job summary

Quivera Enterprises, LLC is seeking a Service Center Knowledge Base Article and Reporting Lead in Albuquerque, NM, to enhance knowledge management and reporting for enterprise IT Service Center operations.

The ideal candidate will develop KBAs, SOPs, and technical documentation, while designing dashboards and reports to monitor KPIs. Strong writing, analytical, and communication skills are essential in a fast-paced federal IT setting.

Qualifications

• Associate degree in IT, CS, information systems, or related field, or equivalent certification.
• Minimum of three years of professional IT support or service center experience.
• Experience developing KBAs, SOPs, and technical documentation.
• Familiarity with IT service management tools such as ServiceNow or Remedy.
• Proficiency with Power BI and Excel for reporting.

Responsibilities

• Develop, review, and improve Knowledge Base Articles (KBAs) for Service Center operations.
• Create SOPs, troubleshooting guides, and workflows.
• Design and maintain customized reports and dashboards.
• Analyze KPIs and provide actionable insights for service improvements.
• Collaborate with Service Center leadership and technical teams.
• Ensure compliance with NIST/FISMA and federal policies.
• Translate data into concise leadership recommendations.

Skills

Technical writing

Data analysis

Reporting

Analytical thinking

Problem solving

Education

Associate degree (IT/CS/Info Sys/Business Analytics/Technical Writing)

Tools

Power BI

Excel

Job description

Quivera Enterprises, LLC is seeking a Service Center Knowledge Base Article and Reporting Lead in Albuquerque, NM, to enhance knowledge management and reporting for enterprise IT Service Center operations.

The ideal candidate will develop KBAs, SOPs, and technical documentation, while designing dashboards and reports to monitor KPIs. Strong writing, analytical, and communication skills are essential in a fast-paced federal IT setting.