Knowledge Base/AI Specialist/QA (Tier 0)

DecisionPoint | Cortek

112d

About The Position

DecisionPoint seeks a Knowledge Base / AI Specialist / QA (Tier 0) to develop, maintain, and optimize an intelligent self-service environment supporting enterprise-wide help desk and user training functions for a secure Department of Defense (DoD) program. The Specialist will lead the creation of a knowledge-driven Tier 0 solution, integrating AI-assisted content retrieval, automated responses, and continuous feedback loops to improve customer experience, knowledge accuracy, and service efficiency. This position also plays a key role in quality assurance—ensuring knowledge articles, chatbot interactions, and service content meet usability, accessibility, and compliance standards. This position is fully remote.

Requirements

• Must hold an active Secret clearance.
• Bachelor’s degree in Information Systems, Data Science, or related technical field.
• Minimum 5 years of experience in knowledge management, IT service automation, or AI-driven support systems.
• Experience supporting multi-tier service environments in federal or defense programs.
• Familiarity with Agile and ITIL frameworks for knowledge lifecycle and service delivery.
• Expertise in knowledge base and self-service portal development.
• Familiarity with AI-driven search, natural language processing (NLP), or chatbot configuration.
• Experience using ITSM tools such as ServiceNow, Jira Service Management, or Remedy.
• Working knowledge of metadata tagging, taxonomy, and content governance.
• Understanding of QA methods, version control, and accessibility compliance (Section 508/WCAG).
• Proficiency with analytics tools for performance measurement and improvement tracking.

Nice To Haves

• ITIL v4 Foundation or Knowledge-Centered Service (KCS) certification.
• CompTIA Security+ CE or equivalent DoD 8570 certification.
• AI, data analytics, or automation certification (e.g., AWS Machine Learning, Microsoft AI Fundamentals).

Responsibilities

• Design, implement, and maintain a Tier 0 AI-powered self-service knowledge base, enabling users to resolve issues independently through curated content, FAQs, and intelligent search.
• Author, review, and continuously update knowledge articles, ensuring technical accuracy, consistency, and alignment with system releases and updates.
• Integrate AI models, chatbots, and virtual assistants with service desk systems to provide real-time responses, guided troubleshooting, and training resources.
• Track and analyze user interaction data to identify knowledge gaps and optimize content based on usage patterns and feedback.
• Collaborate with help desk (Tiers 1–3) and training teams to ensure seamless escalation workflows and consistent information across all tiers.
• Maintain version-controlled documentation, quick reference guides, and end-user help content supporting DCIPS Future application features.
• Participate in QA reviews for help desk content, ensuring compliance with DoD style and accessibility standards (e.g., Section 508, WCAG).
• Develop automated validation scripts and regression test routines to ensure knowledge base search, categorization, and link integrity remain functional after system updates.
• Support integration of training repositories (e.g., SharePoint or Google Workspace) to ensure current and approved content is easily accessible to end users.
• Maintain metrics on article usage, resolution rates, and user satisfaction to drive continuous improvement.
• Contribute to the Continuous Service Improvement (CSI) process by identifying recurring issues and recommending new AI or automation enhancements.
• Conduct QA and user acceptance validation of knowledge management tools during major releases and updates.

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees