Knowledge Management Specialist

Job Summary

To support a large-scale federal support program, the full-time Knowledge Management Specialist will build and manage a self-service knowledge base, oversee the article lifecycle, and develop operational documentation, all while working remotely within the United States.

Key responsibilities

• Build and maintain the Tier 0 self-service knowledge base and manage the lifecycle of knowledge articles
• Write and maintain Standard Operating Procedures (SOPs) for help desk operations and partner with support staff to document knowledge
• Analyze support trends to identify knowledge gaps and contribute to customer journey mapping for improved user experience

Required qualifications

• Active Secret clearance (interim Secret acceptable to start)
• Bachelor's degree or equivalent professional experience
• At least 4 years in knowledge management, technical writing, or content operations
• Hands-on experience with an enterprise knowledge base or documentation platform
• Demonstrated ability to translate complex technical material into clear, plain-language content