Knowledge Management Specialist

Bixal•Fairfax, VA

1d•$77,000 - $87,000•Remote

About The Position

Bixal is seeking a Knowledge Management Specialist, Service Delivery to build and run the knowledge layer behind a large-scale federal support program serving a diverse community of users. In your first 90 days, you will stand up the program’s Tier 0 self-service knowledge base for both external users and internal staff. From there, you will manage the article lifecycle that keeps the knowledge base accurate, useful, and trustworthy, while developing the operating documentation that supports Tier 1 through Tier 3 help desk operations. This role suits someone who sees a knowledge base as a product with users, not simply a repository of documents. Hundreds of thousands of people rely on the program’s digital services and resources each year. When someone gets stuck, the difference between answering their own question in thirty seconds and waiting for support often comes down to the quality of the knowledge layer behind the help desk. This project supports a large-scale outreach and engagement effort, delivering strategic communications, content and creative services, digital strategy, and audience engagement across public-facing websites, applications, and social media platforms. The work is paired with the IT, cybersecurity, and data operations needed to keep that digital presence secure, reliable, and available around the clock. The program's mission is to ensure the intended audience receives timely, accurate, and accessible information about the programs, services, and policies that affect them with content and platforms built to scale, adapt to changing needs, and hold up to federal compliance and security standards. This is a full-time position contingent on contract award by our client, with a defined performance period of one year with two one-year option periods. This role offers you a unique opportunity to make a meaningful impact on a project that aligns with Bixal’s mission of delivering innovative, human-centered solutions. While the role has a fixed duration, we are committed to transparency and collaboration, keeping you informed about contract updates and new opportunities. At Bixal, we support your professional journey, ensuring your experience reflects our inclusive, purpose-driven culture and prepares you for future success.

Requirements

Active Secret clearance. An interim Secret is acceptable to start.
Bachelor's degree, or equivalent professional experience.
At least 4 years in knowledge management, technical writing, documentation development, or content operations.
Hands-on experience with an enterprise knowledge base, documentation platform, or content management system.
Experience supporting a service desk or IT operations environment, with a working understanding of tiered support models and familiarity with ITIL practices for knowledge management, incident, problem and change.
Direct responsibility for the taxonomy, metadata and content governance of a knowledge base or documentation library — structured authoring and standards, not writing alone.
Demonstrated ability to draw knowledge out of subject-matter experts, interviewing technical staff and turning what they know into documentation someone else can follow.
Demonstrated ability to translate complex technical material into clear, plain-language content that a non-technical reader can act on.

Nice To Haves

ITIL v4 Foundation certification, or willingness to obtain it within 90 days of start.
Experience supporting a federal or DoD program.
Familiarity with service portals and workflow automation — ServiceNow or a comparable ITSM platform.
Experience writing for a military, veteran, or military family audience.
Working knowledge of Section 508 and WCAG requirements as they apply to published support content.
A habit of measuring knowledge content by whether it actually deflected the ticket, not by page views.

Responsibilities

Build and maintain the Tier 0 self-service knowledge base.
Run the full lifecycle of knowledge articles.
Implement taxonomy, tagging, metadata, and content governance.
Maintain the boundary between public and internal content.
Write and maintain Tier 1–3 help desk SOPs, account setup/maintenance SOPs, and outage-notification processes.
Partner with Tier 1–3 support staff, engineering, and cybersecurity to capture and document knowledge.
Keep support guidance consistent across phone, email, chat, and social media.
Analyze query volume, resolution rates, and support trends to identify knowledge gaps.
Contribute to customer journey mapping and target content to common friction points.
Produce interactive video tutorials and job aids.
Train help desk and program staff to submit, review, and use knowledge content.
Other relevant duties as qualified/trained to perform