Knowledge Engineer / KBA Developer

Empower AI Inc.•, DC

3d•$72,160 - $111,700•Onsite

About The Position

Empower AI is seeking a Knowledge Engineer / KBA Developer for an exciting opportunity at the Department of State. This role is crucial for developing, maintaining, and enhancing Knowledge Management (KM) resources that support the customer’s mission to provide IT services to Department of State users enterprise-wide. The position involves executing the Knowledge Management Plan (KMP), managing program documentation, and capturing operational knowledge. This includes creating SOPs for contractor staff, internal quality control procedures, training materials, onboarding documentation, deliverable templates, submission procedures, escalation procedures, contact lists, and lessons learned documentation. The KBA Developer will lead the creation and maintenance of Knowledge Base Articles (KBAs) for common IT issues, troubleshooting guides, and how-to instructions. Additionally, the role requires aligning SOPs with the ITIL framework and DoS standards, updating them to reflect modernization initiatives, and creating role-specific SOPs and TTPs. The position also involves documenting systems, applications, databases, IT infrastructure diagrams, system architecture, data flows, security policies, compliance documentation, technical requirements, and user guides. The KBA Developer will also create user guides, quick reference materials, and orientation materials for new users of KM tools and IT services, ensuring all contractor program documentation in Government-approved repositories is complete, accurate, and within SLA standards.

Requirements

6+ years of experience
Bachelor's in IT or related field
AWS Certified DevOps Engineer or Azure DevOps Engineer Expert
Secret Security Clearance

Nice To Haves

ITIL 4 Foundation Certification(s)

Responsibilities

Execute the Knowledge Management Plan (KMP) and manage program documentation and capture operational knowledge.
Develop, maintain, and enhance KM resources that support the customer’s mission to provide IT services to DoS users enterprise wide.
Create SOPs for contractor staff performing contract duties, internal quality control procedures and checklists, contractor training materials and onboarding documentation, contract deliverable templates and submission procedures, escalation procedures and contact lists, lessons learned and continuous improvement documentation.
Lead the development and maintenance of Knowledge Base Articles (KBAs) for common IT issues, troubleshooting procedures, and how-to guides.
Align SOPs with Information Technology Infrastructure Library (ITIL) framework and DoS standards.
Update SOPs to reflect modernization initiatives and emerging technologies.
Create role-specific SOPs and Tactics, Techniques, and Procedures (TTPs) for support functions.
Ensure documentation of systems, applications, and databases across all tiers.
Maintain logical and physical IT infrastructure diagrams.
Document system architecture and data flows.
Maintain security policies and compliance documentation.
Maintain technical requirements and user guides.
Develop user guides and quick reference materials for common IT tasks.
Create orientation materials for new users of KM tools and IT services.
Ensure contractor program documentation in Government-approved repositories is complete, accurate and within all SLA standards.