Knowledge Management SME

Spatial Front•Arlington, VA

5d•Hybrid

About The Position

Spatial Front, Inc. (SFI) is seeking a Knowledge Management SME to support front desk operations and daily office administration. This role will lead knowledge management practices for PeopleSoft HCM help desk operations, focusing on collecting, organizing, governing, improving, and publishing operational knowledge within the PeopleSoft CRM platform and related repositories. The goal is to transform tickets, recurring issues, best practices, SOPs, and troubleshooting steps into searchable, reusable content to help Help Desk Associates and stakeholders resolve issues more efficiently. The ideal candidate will possess strong knowledge management, service desk, content governance, and process improvement skills, with familiarity in digital adoption approaches to complement the knowledge program with guided help and self-service content. This position is crucial for delivering reliable, mission-critical capabilities to Federal Government customers.

Requirements

Bachelor's degree in Information Systems, Computer Science, Business, Communications, Library and Information Science, or a related field; equivalent relevant experience may be considered.
5+ years of experience in knowledge management, help desk, service desk, application support, training enablement, or operational documentation for enterprise systems.
Hands-on experience creating, organizing, and maintaining structured support content such as knowledge articles, SOPs, FAQs, troubleshooting guides, job aids, or runbooks in a service management or case management environment.
Experience using PeopleSoft CRM or a similar enterprise ticketing/case management platform to capture, analyze, and improve support knowledge.
Strong understanding of knowledge lifecycle management, taxonomy, metadata, searchability, content governance, review workflows, and continuous content improvement practices.
Ability to analyze tickets, support trends, and operational data to identify recurring issues, knowledge gaps, and opportunities to improve resolution consistency and support efficiency.
Strong written and verbal communication skills, with the ability to translate technical or functional information into clear, practical, user-oriented guidance.
Experience collaborating across help desk, functional, technical, testing, training, and business teams to validate content and drive adoption of knowledge practices.
Must be a U.S. Citizen.
Must possess an active Secret security clearance or be able to obtain one.

Nice To Haves

PeopleSoft HCM support experience is strongly preferred.
Experience supporting PeopleSoft HCM applications and using PeopleSoft CRM for ticket intake, case updates, resolution documentation, knowledge capture, and support process improvement.
Knowledge of KCS, ITSM, incident management, request management, problem management, known-error management, and service desk knowledge governance practices.
Experience designing or supporting knowledge bases, content taxonomies, search optimization, article templates, approval workflows, or content quality review processes.
Familiarity with digital adoption platforms such as Oracle Guided Learning (OGL), WalkMe, Whatfix, or similar tools for delivering contextual guidance and embedded self-help content.
Experience creating dashboards, reports, or metrics related to knowledge usage, article effectiveness, search success, support trends, or ticket reduction opportunities.
Ability to support content updates tied to releases, patches, enhancements, business process changes, and production support activities in enterprise application environments.
Experience working in federal, DoD, or other secured environments is a plus.
HDI, ITIL Foundation, KCS, KM, or related service management / knowledge management certification is a plus.

Responsibilities

Lead knowledge management activities supporting Tier 2 help desk operations for PeopleSoft HCM applications, focusing on building, maintaining, and improving support knowledge within PeopleSoft CRM and related knowledge repositories.
Capture knowledge from incidents, service requests, ticket trends, known errors, workarounds, repeat resolutions, release activities, and operational support processes, and convert it into structured, reusable content.
Develop, edit, organize, and govern knowledge articles, SOPs, runbooks, FAQs, decision trees, troubleshooting guides, job aids, resolution scripts, and reference content for help desk associates and other operational users.
Establish and maintain knowledge standards for article quality, format, metadata, taxonomy, categorization, versioning, approval workflows, review cycles, retirement, and archival.
Apply industry best practices such as Knowledge-Centered Service (KCS), continuous improvement, and feedback-driven content refinement.
Use PeopleSoft CRM to analyze tickets, case notes, resolution patterns, backlog trends, and support drivers to identify knowledge gaps and opportunities for content development.
Partner with Help Desk Associates, functional analysts, developers, testers, trainers, and business stakeholders to validate content accuracy and capture lessons learned.
Create content supporting analyst-assisted resolution and end-user self-service, including searchable articles, guided instructions, embedded knowledge links, quick-reference materials, and standardized troubleshooting steps.
Support onboarding and ongoing enablement for help desk personnel by ensuring knowledge assets are easy to consume and aligned with support workflows.
Define and track knowledge management metrics such as article usage, search success, content freshness, reuse rates, ticket deflection indicators, first-contact resolution support, and recurring issue coverage.
Coordinate knowledge updates for releases, patches, enhancements, process changes, and production issues to synchronize support documentation with the PeopleSoft HCM and PeopleSoft CRM environment.
Provide support for digital adoption activities and DAP platforms by defining and maintaining contextual guidance, knowledge links, or embedded support prompts using tools like Oracle Guided Learning (OGL), WalkMe, or Whatfix.
Promote governance and compliance by maintaining documentation discipline, audit readiness, review traceability, and controlled publishing practices.
Other duties as assigned.