USPTO | Knowledge Manager | Service Desk Support | On-Site | Active

Ares Enterprise; Fairfax (VA); On-site; USD 90,000 - 125,000; Full time

Job summary

Ares Enterprise seeks a Knowledge Manager to develop, maintain, and enhance IT knowledge resources, technical documentation, and customer self-service content supporting USPTO enterprise systems and services.

The role ensures accurate, accessible content via SMP/CIP, SharePoint, and other repositories, collaborating with Service Desk Ops, Product Owners, Transition Teams, and stakeholders to improve service delivery and customer experience.

Qualifications

• Bachelor's degree in a related field.
• 3–5 years of experience in IT service management, knowledge management, technical writing, customer support, or service desk operations.
• Experience with ITSM environments and enterprise knowledge bases.

Responsibilities

• Develop, update, review, and retire Knowledge Articles (KAs) supporting enterprise applications, infrastructure services, and end-user technologies.
• Maintain all knowledge content within approved SMP/CIP environments.
• Ensure knowledge assets follow KM policies, procedures, and governance standards.
• Apply KM best practices to improve article quality, usability, searchability, and AI-assisted self-service outcomes.
• Utilize AI-assisted tools to create, revise, summarize, and enhance knowledge content and communications.
• Coordinate article review and approval workflows with Government stakeholders.
• Conduct periodic audits and reviews of knowledge articles for accuracy and relevance.
• Produce documentation for COTS software, government-developed applications, and OCIO services.
• Support implementation with accurate technical documentation for new/enhanced products.
• Develop and maintain procedural documentation to meet SLAs.
• Support outages, incidents, planned maintenance, and service disruptions communications.
• Monitor channels to ensure timely dissemination of information.
• Draft, edit, review, publish customer-facing and internal communications.
• Review incidents and service records to identify gaps and knowledge improvement opportunities.
• Analyze support trends to recommend new knowledge content.
• Participate in continuous service improvement and automation initiatives.
• Partner with stakeholders to implement AI-enabled search, article generation, and virtual agents.

Skills

Technical writing and editing

Knowledge article creation and lifecyc

Content organization and information

Written and verbal communication

Research and analytical problem‑solv

Process documentation development

Microsoft 365 Suite

AI-assisted content generation

Education

Bachelor's degree

Tools

SharePoint

ServiceNow Knowledge Management

AI-powered knowledge management platforms

Job description

Description

Ares Enterprise is seeking a Knowledge Manager to develop, maintain, and enhance IT knowledge resources, technical documentation, customer self-service content, and organizational communications supporting USPTO enterprise systems and services.

Description

Ares Enterprise is seeking a Knowledge Manager to develop, maintain, and enhance IT knowledge resources, technical documentation, customer self-service content, and organizational communications supporting USPTO enterprise systems and services. This role ensures that accurate, accessible, and AI-optimized knowledge content is available to IT support personnel and end users through the Service Management Platform (SMP/CIP), SharePoint, and other approved knowledge repositories. The technical writer collaborates with Service Desk Operations, Product Owners, Transition Teams, Technical Support Staff, and stakeholders to create and maintain knowledge articles, user guides, service documentation, and IT communications that improve service delivery, support self-resolution, and enhance the customer experience.

Requirements

Primary Responsibilities

• Develop, update, review, and retire Knowledge Articles (KAs) supporting enterprise applications, infrastructure services, and end-user technologies.
• Maintain all knowledge content within approved Service Management Platform (SMP/CIP) environments.
• Ensure knowledge assets follow Knowledge Management policies, procedures, and established governance standards.
• Apply knowledge management best practices to improve article quality, usability, searchability, and AI-assisted self-service outcomes.
• Utilize approved AI-assisted tools to create, revise, summarize, and enhance knowledge content and communications.
• Coordinate article review and approval workflows with designated Government stakeholders prior to publication or retirement.
• Conduct periodic audits and reviews of knowledge articles to ensure continued accuracy and relevance.
• Produce documentation for Commercial-Off-The-Shelf (COTS) software, government-developed applications, and OCIO services.
• Support implementation and transition activities by ensuring accurate technical documentation exists for new and enhanced products.
• Develop and maintain procedural documentation required to meet operational support requirements and Service Level Agreements (SLAs).
• Support messaging related to outages, incidents, planned maintenance, and service disruptions.
• Monitor designated communication channels, service mailboxes, and service management systems to ensure timely dissemination of information.
• Draft, edit, review, and publish customer-facing and internal communications.
• Review Incident, Problem, and Service Request records to identify documentation gaps and opportunities for knowledge improvement.
• Analyze support trends and recurring issues to recommend new knowledge content.
• Participate in continuous service improvement initiatives by identifying opportunities to automate, streamline, or enhance knowledge management processes.
• Partner with stakeholders to implement emerging technologies, including AI-enabled knowledge search, article generation, case summarization, and virtual agent capabilities.

Core Competencies

• IT Service Management (ITSM) principles.
• Knowledge Management lifecycle methodologies.
• Incident, Problem, Change, and Service Request processes.
• Technical writing standards and documentation best practices.
• Customer service and support processes.
• Content governance and records management principles.

Skills

• Technical writing and editing.
• Knowledge article creation and lifecycle management.
• Content organization and information architecture.
• Written and verbal communication.
• Research and analytical problem-solving.
• Process documentation development.
• Microsoft 365 Suite (Word, Excel, PowerPoint, Teams, SharePoint).
• AI-assisted content generation and knowledge management tools.

Abilities

• Translate technical concepts into user-friendly documentation.
• Manage multiple priorities in a dynamic operational environment.
• Collaborate effectively across technical and business teams.
• Maintain accuracy under tight deadlines.
• Support emergency communications and operational response activities.
• Work independently with minimal supervision.

Preferred Qualifications

• ITIL Foundation Certification or higher.
• Knowledge-Centered Service (KCS) Certification.
• Technical Writing Certification.
• ServiceNow Knowledge Management experience.
• SharePoint Administration or Content Management experience.
• Experience supporting Federal Government IT environments.
• Experience with AI-powered knowledge management platforms, virtual agents, and content automation tools.
• Experience supporting major incident communications and operational command center activities.
• 3-5 years of experience supporting IT service management, knowledge management, technical writing, customer support, or service desk operations.
• Experience developing technical documentation and user-facing knowledge articles.
• Experience working within IT Service Management (ITSM) environments.
• Experience supporting enterprise knowledge bases and content management systems.
• Experience using SharePoint or similar collaboration platforms.

Work Schedule

• Participate in on-call rotations and emergency support activities.
• Support after-hours communications related to incidents, outages, and system availability.
• Respond to emergency notifications and communication requirements within established service timelines.
• Assist with call tree activation and coordination activities during significant service disruptions.
• Provide remote or onsite support, as required, during non-business hours.

Education

Bachelor's degree in Information Technology, Computer Science, Communications, English, Technical Writing, Information Management, or related field.

About Ares Enterprise

Adaptability | Reliability | Excellence | Synergy

At Ares, our people are our greatest strength. We foster a collaborative, agile, and growth-oriented culture where employees are empowered to innovate, lead, and make a meaningful impact in support of critical government missions. Whether supporting national defense, enterprise modernization, or emerging technology initiatives, our team is committed to excellence, integrity, and customer success.

Ares Enterprise is an Equal Opportunity Employer. We are committed to fostering a diverse and inclusive workplace and welcome qualified applicants from all backgrounds. Employment decisions are based on qualifications, merit, business needs, and applicable contract requirements.