TSS Knowledge Management Specialist Associate

General Dynamics Information Technology (GDIT); Bossier City (LA); Hybrid; USD 30,000 - 40,000; Full time

Benefits offered by this job

401K with company match

Paid time off

Flexible work weeks

Health benefits

Job summary

General Dynamics Information Technology (GDIT) seeks a Knowledge Management Specialist Associate to support the VA Enterprise Service Desk in Bossier City, LA. You will develop and write knowledge content, coordinate with SMEs, and help drive process improvements within a collaborative team.

The role emphasizes strong writing, organizational skills, and familiarity with ServiceNow and AI tools to enhance documentation and knowledge sharing for VA ESD operations.

Qualifications

• High School Diploma or Equivalent required.
• 4 or more years of related experience required.
• Intermediate to advanced technical skills.
• Willingness and ability to obtain a US Public Trust designation.
• Louisiana residency within commuting distance of Bossier City facility.

Responsibilities

• Maintain and improve the knowledge base for the VA ESD.
• Collaborate with VA SMEs and Knowledge Management team members on processes.
• Write and edit knowledge articles, SOPs, and other docs.
• Schedule and host meetings; prepare materials and notes.
• Analyze article usage trends to improve content and reduce cases.

Skills

Proficient writing

Microsoft Office

Time management

Education

High School Diploma or Equivalent

Tools

ServiceNow

Generative AI

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 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.

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.

Our Identity Verification Process:

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

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.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans