Knowledge Management Specialist, Service Delivery
New
B
BixalIT service delivery
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, or content operations.
- Required Skills
- ServiceNow
Requirements
- Hold an active Secret clearance; an interim Secret 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, or content operations.
- Have hands-on experience with an enterprise knowledge base, documentation platform, or content management system.
- Have experience supporting a service desk or IT operations environment.
- Have a working understanding of tiered support models and familiarity with ITIL practices for knowledge management, incident, problem, and change.
- Have direct responsibility for taxonomy, metadata, and content governance of a knowledge base or documentation library, including structured authoring and standards.
- Be able to interview technical staff and draw knowledge from subject-matter experts to create usable documentation.
- Be able to translate complex technical material into clear, plain-language content for non-technical readers.
- ITIL v4 Foundation certification or willingness to obtain it within 90 days of start is preferred.
- Federal or DoD program experience is preferred.
- Familiarity with ServiceNow or a comparable ITSM platform is preferred.
- Working knowledge of Section 508 and WCAG requirements for published support content is preferred.
Responsibilities
- Build and maintain the Tier 0 self-service knowledge base for external users and internal staff.
- Manage the full lifecycle of knowledge articles.
- Implement taxonomy, tagging, metadata, and content governance.
- Maintain the boundary between public and internal content.
- Write and maintain Tier 1–3 help desk SOPs, account setup and maintenance SOPs, and outage-notification processes.
- Partner with Tier 1–3 support staff, engineering, and cybersecurity to capture and document knowledge.
- Keep support guidance consistent across phone, email, chat, and social media.
- Analyze query volume, resolution rates, and support trends to identify knowledge gaps.
- Contribute to customer journey mapping and target content to common friction points.
- Produce interactive video tutorials and job aids, and train help desk and program staff to submit, review, and use knowledge content.
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