Knowledge Analyst / Technical Writer

Empower AI•Quantico, VA

1d•Hybrid

About The Position

Empower AI is seeking a Knowledge Analyst / Technical Writer to create and curate knowledge assets and program documentation for an enterprise IT Customer Support Services program supporting a Department of War agency with approximately 13,000 users. This role involves analyzing ticket, search, and article-feedback data to identify knowledge gaps, writing and editing various types of content, contributing to Virtual Agent content, and producing formal program deliverables. The position reports to the Knowledge Management Lead and is a salaried, FLSA-exempt role requiring independent analysis and judgment. This is a hybrid role based in Quantico, VA (RKB) with remote work eligibility and up to 10% travel.

Requirements

Bachelor's degree and a minimum of 3 years of related experience (an additional 4 years of related experience may be substituted for the degree).
Must be a U.S. Citizen.
Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start.
Must be willing and able to obtain Top Secret eligibility after start, if required by mission needs.
Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
Minimum of 3 years of experience as a technical writer or documentation specialist supporting IT programs, preferably Government contracts with formal deliverables.
Expert proficiency in Microsoft Word, PowerPoint, Excel, Visio, and SharePoint, including templates, styles, and document automation; experience with Adobe Acrobat.
Demonstrated ability to write clear, concise, plain-language content for technical and non-technical audiences and to edit the work of others.
Experience producing documents that meet Section 508 accessibility and Government formatting and marking requirements (e.g., CUI).
Strong organizational skills and experience managing deliverable schedules and review cycles.
Ability to quickly learn IT service management, cybersecurity, and enterprise IT concepts and terminology.

Nice To Haves

Society for Technical Communication certification, ITIL 4 Foundation, or Knowledge-Centered Service (KCS) certification.
Experience writing knowledge articles in ServiceNow Knowledge Management and content for Virtual Agent/chatbots.
Experience supporting Department of War (DoW), DoD, or other compliance-driven Federal IT programs and CDRL-based deliverables.
Experience supporting RMF documentation (SSP, POA&M) in eMASS.
Experience with Adobe Creative Suite, Markdown/structured authoring, or content management systems.
Familiarity with Power BI report narratives and data presentation.

Responsibilities

Analyze ticket categories, search logs, and article feedback to identify knowledge gaps and prioritize content.
Design, write, edit, and publish knowledge articles for public self-service and internal technical knowledge bases under the KM governance framework and quality assurance procedures.
Write and refine knowledge and conversational content for the Tier 0 Virtual Agent (chatbot).
Tune articles' metadata and keywords for optimal knowledge base surfacing.
Write, edit, format, and maintain formal contract deliverables in Government-approved formats.
Manage review cycles for contract deliverables.
Support development and editing of technical and security documentation, including standard operating procedures, build books, RMF artifacts, Supply Chain Risk Management Plan, Digital Twin Evaluation and Implementation Plan, Surge Plans, and Transition-Out Plan.
Write and edit knowledge base articles, how-to guides, FAQs, troubleshooting articles, and quick-reference cards.
Apply the knowledge management style guide and quality standards.
Draft plain-language, persona-appropriate situational awareness alerts, user notifications, and communications.
Maintain document templates, style guides, and the deliverables repository.
Enforce consistent terminology, formatting, Section 508 accessibility, and CUI/Contractor marking requirements.