TSS Knowledge Management Specialist Associate

General Dynamics Information Technology, Inc.; Bossier City (LA); On-site; USD 29,000 - 40,000; Full time

Job summary

General Dynamics Information Technology, Inc. is seeking a Knowledge Management Specialist Associate in Bossier City, LA to support the VA Enterprise Service Desk.

You will help develop processes, write knowledge content, and collaborate with SMEs, QA, and training teams to ensure accurate documentation. You will use ServiceNow and generative AI tools to analyze content, create articles, and deliver regular reports.

Qualifications

• High School Diploma or equivalent and 4+ years related experience.
• Intermediate to advanced technical skills.
• Willingness and ability to obtain a US Public Trust designation.
• Foundational knowledge of technology/software.
• Louisiana residency within commuting distance of the Bossier City facility.

Responsibilities

• Communicate with VA SMEs to develop and write processes for the VA ESD.
• Collaborate with Knowledge Management team and other streams on VA ESD changes.
• Use ServiceNow and Generative AI tools to create/analyze content and documents.
• Prepare meeting materials and host SME meetings with notes.
• Analyze knowledge article usage and pain points to improve content.
• Deliver weekly/monthly reports and manage tasks with prioritization.
• Peer reviews of Knowledge Articles and collaboration within the team.
• Support ESD by taking calls during elevated volume periods.

Skills

Communication

Knowledge management

Researching

Task management

Technical writing

Education

High School Diploma or Equivalent

Tools

ServiceNow

Generative AI

Job description

Type of Requisition: Regular Clearance Level Must Currently Possess: None Clearance Level Must Be Able to Obtain: None Public Trust/Other Required: Other Job Family: IT Infrastructure and Operations Job Qualifications: Skills: Communication, Knowledge Management, Researching, Task Management, Technical Writing Certifications: None Experience: 0 + years of related experience US Citizenship Required: No

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.

Role Responsibilities

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.

• 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

• 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 months for 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.

The likely hourly rate for this position is between $21.52 - $29.12. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Employment & Location

• Scheduled Weekly Hours: 40
• Travel Required: Less than 10%
• Telecommuting Options: Onsite
• Work Location: USA LA Bossier City
• Additional Work Locations:

Total Rewards at GDIT:

• Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.
• To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
• To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.
• We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans Opportunity Owned From working with technologies like AI, cyber and cloud to careers in intelligence and health, we offer endless opportunities to apply your expertise to create a safer, smarter world.

About our Work: We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.