Knowledge Management Specialist

Job Summary

Providing Tier 2 support for a large public-facing federal digital program, the full-time Knowledge Management Specialist will manage user inquiries, document business processes, and ensure effective communication during service disruptions while working remotely within the United States.

Key responsibilities

• Provide Tier 2 support for online resources and manage the user request queue
• Document standardized business processes and maintain the service outage notification process
• Analyze support data to identify trends and drive process improvements

Required qualifications

• Active Secret clearance or interim Secret clearance acceptable to start
• Bachelor's degree or equivalent professional experience
• At least 4 years of experience in knowledge management, technical writing, or customer support operations
• Hands-on experience with an enterprise knowledge base or content management system
• Experience documenting business processes and providing tiered customer support