QA (Tier 0)

DecisionPoint | Cortek

1d•Remote

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. Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.

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.
Excellent writing, editing, and content structuring skills for technical and end-user audiences.
Strong analytical mindset for monitoring service trends and AI performance metrics.
Ability to collaborate across help desk, cybersecurity, and DevSecOps teams.
Creative problem-solving and commitment to continuous service improvement.

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.