Knowledge Management Specialist, Digital Support Operations

New

BixalDigital support operations

This role can work remotely from anywhere in the USA.ContractMiddle

Salary77,000 - 87,000 USD per year

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Job Details

Experience: At least 4 years in knowledge management, technical writing, documentation development, content operations, or customer support operations.

Hold an active Secret clearance; an interim Secret clearance is acceptable to start.
Have a bachelor's degree or equivalent professional experience.
Have at least 4 years of experience in knowledge management, technical writing, documentation development, content operations, or customer support operations.
Have hands-on experience with an enterprise knowledge base, documentation platform, or content management system.
Have experience providing tiered customer or program support and working to defined acknowledgment and routing timeframes.
Have experience using a ticketing or case-management system and familiarity with ITIL practices for knowledge management, incident, problem, and change.
Have experience documenting business processes and standard operating procedures for an operational team.
Have experience with incident or service-disruption communications, including processes, severity definitions, and user notification templates.
Be able to interview program and technical staff and turn subject-matter expertise into usable documentation.
Be able to translate complex technical or policy material into clear, plain-language content for non-specialists.

Provide Tier 2 support for online resources, website and interface issues, and program questions.
Manage the user request and inquiry queue, including acknowledgment, routing, tracking, and closure.
Monitor digital pages, tools, and functions, and escalate issues.
Maintain the service outage and interruption notification process and align support content with active incidents.
Develop and document standardized business processes for staff portals, help desk operations, and user messaging workflows.
Run the link-vetting program, including reviews, SOPs, approvals, reporting, and replacement recommendations.
Perform technical editing and proofreading against program standards, AP style, and federal plain-language requirements.
Coordinate with information architecture and search specialists on metadata, categorization, retrieval, reuse, tracking, and routing.
Build and maintain the Tier 2 customer support satisfaction dashboard, analyze recurring issues, and translate support data into process improvements and self-service content.

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