TSS Knowledge Management Specialist Associate

General Dynamics Information Technology•Bossier City, LA

5d•$22 - $29•Onsite

About The Position

Advance how our customers operate while you advance your career. Join GDIT as a Knowledge Management Specialist Associate and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you. GDIT is your place. Make it your own by discovering new ways to securely and expertly apply the latest technology. Own your opportunity at GDIT and you’ll be a meaningful part of improving how agencies operate. Our work depends on a Knowledge Management Specialist Associate joining our team to support Department of Veterans Affairs Enterprise Service Desk activities at our Bossier City, LA facility. At GDIT, we foster a people-centric environment. As a Knowledge Management Specialist Associate, the work you’ll do at GDIT will be impactful to the mission of the VA Enterprise Service Desk. You will play a crucial role in communicating with VA Subject Matter Experts to develop and write processes to support our agents and customers on the VA ESD.

Requirements

High School Diploma or Equivalent
4 or more years of related experience
Intermediate to advance technical skills
Demonstrated proficiency in current role
Willingness and ability to obtain a US Public Trust designation
Foundational Knowledge of Technology/Software
Louisiana Residency; living with a commutable distance (approximately 60 miles) of the Bossier City facility
Proficient writing and organizational skills
Proficiency with Microsoft Office
Time Management

Nice To Haves

Bachelor of Arts/Bachelor of Science
Quality score 90% or above average over three months for Internal candidates
Understanding Process Flows, Process Development
Proficiency with Generative AI tools
Demonstrated experience working on the VA ESDMS service desk

Responsibilities

Work as part of a team to support our established process to manage knowledge base for the VA Enterprise Service Desk.
Collaborate with VA Subject Matter Experts, Knowledge Management team members, and other TSS workstreams (Operations, Quality, Training) on changes to VA ESD processes/knowledge.
Drive innovation as the VA ESD implements new technologies, and provide input on those processes and how to ensure those are effectively documented.
Utilize ServiceNow and Generative AI tools (Claude, Copilot, etc.) to create/analyze content.
Researching and gathering information for knowledge article content, working with VA Subject Matter Experts (SMEs) through a variety of channels (Teams, Email, Meetings).
Participating in Process Integration intakes to update knowledge based on new/changing VA ESD processes.
Writing and editing knowledge articles, SOPs, and other technical documentation.
Scheduling and hosting meetings with SMEs and other stakeholders; documenting meeting notes; prepares meeting materials such as slide deck and agenda.
On-site team collaboration, events.
Running and delivering weekly/monthly reports.
Managing tasks; prioritization and time management.
Team collaboration; peer reviews of Knowledge Articles.
Analyzing trends in article usage and service desk contacts to enhance knowledge articles, including reviewing calls to understand pain points or gaps.
Supporting the ESD by taking calls during periods of elevated volume.

Benefits

Medical plan options
Health Savings Accounts
Dental plan options
Vision plan
401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match
Full flex work weeks where possible
Variety of paid time off plans, including vacation, sick and personal time, holidays
Paid parental, military, bereavement and jury duty leave
Short and long-term disability benefits
Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance