Knowledge Center Tier 0 / Knowledge Analyst

Empower AI•Quantico, VA

1d•Hybrid

About The Position

Empower AI is seeking a Knowledge Center Tier 0 / Knowledge Analyst to build and tune the public-facing knowledge base and AI chatbot content that lets the external industry partners and users of a Department of War agency resolve mission-application issues (e.g., DISS, NISS, NBIS) without contacting the Knowledge Center. The analyst analyzes KC ticket, chatbot, and web-form data to identify deflectable contact types, designs and writes public how-to guides, FAQs, and troubleshooting articles, tunes the public chatbot's conversational content, and measures Tier 0 deflection for external users. The role partners with the KC Lead, Escalation Coordinators, and the enterprise Knowledge Management Lead. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers. THIS IS A HYBRID ROLE BASED IN QUANTICO, VA (RKB) WITH REMOTE WORK ELIGIBILITY AND UP TO 10% OF TRAVEL INVOLVED.

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 in knowledge management, technical writing, or IT service desk operations with significant knowledge authoring responsibility.
Hands-on experience authoring and managing content in an enterprise knowledge management platform (e.g., ServiceNow Knowledge Management) and understanding of knowledge lifecycle governance.
Strong plain-language writing and editing skills and the ability to translate technical troubleshooting into user-friendly steps.
Experience analyzing usage, search, and feedback data to improve content.
Familiarity with IT service desk operations, common end-user technologies (Windows, Microsoft 365, mobile, VPN), and ITSM processes.
Strong collaboration and interviewing skills to capture knowledge from technical subject matter experts.

Nice To Haves

Knowledge-Centered Service (KCS) v6 Practices or Fundamentals certification; ITIL 4 Foundation.
Experience designing and tuning chatbot / Virtual Agent conversational content and analyzing deflection metrics.
Experience supporting Department of War ( DoW ), DoD, or other compliance-driven Federal IT environments.
Experience supporting external customer help desks and public-facing knowledge bases.
Familiarity with customer experience (CX) measurement, including CSAT, Customer Effort Score (CES), and experience level agreements (XLAs).
Familiarity with Section 508 accessible content and Power BI reporting.

Responsibilities

Analyze Knowledge Center ticket categories, public chatbot conversation logs, and web-form submissions by application to determine which external-user contact types can be deflected to public self-service, and prioritize content development accordingly.
Design, write, and maintain public-facing how-to guides, FAQs, and troubleshooting articles for external users of DISS, NISS, NBIS, and other designated applications, ensuring accuracy, plain language, Section 508 accessibility, and appropriate handling of sensitive information.
Design and tune the public AI chatbot's conversational content and knowledge suggestions, evaluate fallback and abandonment rates, and measure and report external Tier 0 deflection for the Customer Support Metrics Dashboard.
Analyze ticket data, escalation trends, search logs, chatbot fallback rates, and article feedback to identify knowledge gaps and high-value content opportunities, and determine content development priorities with service desk and Tier II leads.
Design, write, review, and publish knowledge articles for the public self-service knowledge base and the internal technical knowledge base, determining audience, structure, and level of detail under the KM governance framework and quality standards.
Design and refine the conversational content and knowledge articles that power the Tier 0 AI chatbot / Virtual Agent, evaluate conversation logs, and decide content changes that improve automated resolution accuracy and deflection.
Determine keyword, metadata, category, and search configuration strategies so the knowledge base surfaces relevant content suggestions during service request initiation and supports ticket deflection.
Capture tacit knowledge from subject matter experts through interviews, shadowing, and incident reviews, evaluate it for accuracy and reuse, and convert it into standardized knowledge assets.