TSS Knowledge Management Specialist Associate

General Dynamics Information Technology, Inc.; Bossier City (LA); On-site; USD 55,000 - 75,000; Full time

Job summary

General Dynamics Information Technology, Inc. seeks a Knowledge Management Specialist Associate to support the VA Enterprise Service Desk at our Bossier City facility. You will help develop and write processes, manage knowledge articles, and collaborate with SMEs and other teams.

The role uses ServiceNow and Generative AI tools to create content, monitor usage, and deliver reports. A strong writer with organizational skills and Microsoft Office proficiency will thrive in this on-site position

Qualifications

• Proficient writing and organizational skills.
• Proficiency with Microsoft Office.
• Time Management.

Responsibilities

• Researching and gathering information for knowledge article content with VA SMEs.
• Participating in Process Integration intakes to update knowledge based on new VA ESD processes.
• Writing and editing knowledge articles, SOPs, and other technical documentation.
• Scheduling and hosting meetings with SMEs; documenting notes; preparing materials such as slide decks and agendas.
• On-site team collaboration and events.
• Running and delivering weekly/monthly reports.
• Managing tasks; prioritization and time management.
• Team collaboration; peer reviews of Knowledge Articles.
• Analyzing trends in article usage to enhance knowledge articles and resolve gaps.

Skills

Writing

Microsoft Office

Time Management

Education

High School Diploma or Equivalent

Tools

ServiceNow

Generative AI tools

Job description

KNOWLEDGE MANAGEMENT SPECIALIST ASSOCIATE

Advance how our customers operate while you advance your career. Join GDIT as a Knowledge Management Specialist Associate and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you.

MEANINGFUL WORK AND PERSONAL IMPACT

GDIT is your place. Make it your own by discovering new ways to securely and expertly apply the latest technology. Own your opportunity at GDIT and you’ll be a meaningful part of improving how agencies operate. Our work depends on a Knowledge Management Specialist Associate joining our team to support Department of Veterans Affairs Enterprise Service Desk activities at our Bossier City, LA facility.

At GDIT, we foster a people-centric environment. As a Knowledge Management Specialist Associate, the work you’ll do at GDIT will be impactful to the mission of the VA Enterprise Service Desk. You will play a crucial role in communicating with VA Subject Matter Experts to develop and write processes to support our agents and customers on the VA ESD:

• You will work as a part of a team to support our established process to manage knowledge base for the VA Enterprise Service Desk.
• You will collaborate with VA Subject Matter Experts, Knowledge Management team members, and other TSS workstreams (Operations, Quality, Training) on changes to VA ESD processes/knowledge.
• You will drive innovation as the VA ESD implements new technologies, and provide input on those processes and how to ensure those are effectively documented
• You will utilize ServiceNow and Generative AI tools (Claude, Copilot, etc.) to create/analyze content

In this role, a typical day will include:

• Researching and gathering information for knowledge article content, working with VA Subject Matter Experts (SMEs) through a variety of channels (Teams, Email, Meetings)
• Participating in Process Integration intakes to update knowledge based on new/changing VA ESD processes
• Writing and editing knowledge articles, SOPs, and other technical documentation
• Scheduling and hosting meetings with SMEs and other stakeholders; documenting meeting notes; prepares meeting materials such as slide deck and agenda
• On-site team collaboration, events
• Running and delivering weekly/monthly reports
• Managing tasks; prioritization and time management
• Team collaboration; peer reviews of Knowledge Articles
• Analyzing trends in article usage and service desk contacts to enhance knowledge articles, including reviewing calls to understand pain points or gaps
• Supporting the ESD by taking calls during periods of elevated volume

WHAT YOU’LL NEED TO SUCCEED

KNOWLEDGE, SKILLS, ABILITIES:

• Proficient writing and organizational skills
• Proficiency with Microsoft Office
• Time Management

Bring your technology expertise and drive for innovation to GDIT.

The Knowledge Management Specialist Associate MUST have:

• High School Diploma or Equivalent
• 4 or more years of related experience
• Intermediate to advance technical skills
• Demonstrated proficiency in current role
• Willingness and ability to obtain a US Public Trust designation
• Foundational Knowledge of Technology/Software
• Louisiana Residency; living with a commutable distance (approximately 60 miles) of the Bossier City facility

EVEN BETTER IF YOU ALSO HAVE:

• Bachelor of Arts/Bachelor of Science
• Quality score 90% or above average over three monthsfor Internal candidates
• Understanding Process Flows, Process Development
• Proficiency with Generative AI tools
• Demonstrated experience working on the VA ESDMS service desk

GDIT IS YOUR PLACE

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

• Growth: AI-powered career tool that identifies career steps and learning opportunities
• Support: An internal mobility team focused on helping you achieve your career goals
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
• Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY

Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.