Knowledge Management Specialist

Bixal•Fairfax, VA

6d•$77,000 - $87,000•Remote

About The Position

Bixal is seeking a Knowledge Management Specialist, Digital Support Operations to help keep a large public-facing federal digital program running smoothly and well documented. You will provide Tier 2 support across a portfolio of websites and applications, manage the queue where program questions and issues arrive, document the business processes the support operation runs on, and establish the process for communicating with users when a service is disrupted. It suits someone who would rather fix the process that generated fifty tickets than close them one at a time. The program supports a large and diverse community through a broad portfolio of public websites, applications, and learning platforms. When a program question comes in, an interface breaks, or a service goes down, the quality of the response depends on the processes, documentation, and knowledge behind the support operation. 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, content operations, or customer support operations.
Hands-on experience with an enterprise knowledge base, documentation platform, or content management system.
Experience providing tiered customer or program support, working to defined acknowledgment and routing timeframes with a ticketing or case management system, and familiarity with ITIL practices for knowledge management, incident, problem and change.
Experience documenting business processes and standard operating procedures used by an operational team.
Experience with incident or service-disruption communications — the processes, severity definitions and notice templates that govern how users are told something is broken.
Demonstrated ability to draw knowledge out of subject-matter experts, interviewing program and technical staff and turning what they know into documentation someone else can follow.
Demonstrated ability to translate complex technical or policy material into clear, plain-language content that a non-specialist can act on.
Must be legally authorized to work in the US. Bixal does not provide visa sponsorship.

Nice To Haves

ITIL v4 Foundation certification, or willingness to obtain it within 90 days of start.
Experience supporting a federal or DoD program, particularly in outreach, communications, or public-facing digital services.
Strong editing skills — you can take someone else's draft and make it correct, clear and consistent with a style guide, whether AP or a house guide.
Experience turning support or content performance data into reporting that actually changed a process.
Experience with enterprise email or subscription publishing platforms.
Experience developing training materials and delivering workshops to staff audiences.

Responsibilities

Provide Tier 2 support for online resources, website/interface issues, and program questions.
Manage the user request and inquiry queue, including acknowledgment, routing, tracking, and closure.
Monitor key digital pages, tools, and functions daily and escalate issues.
Maintain the service outage and interruption notification process and keep support content aligned with active incidents.
Develop and document standardized business processes for staff portals, help desk operations, and user messaging workflows.
Run and maintain the link-vetting program, including reviews, SOPs, approvals, reporting, and replacement recommendations.
Train staff to submit, use, and maintain knowledge and content.
Perform technical editing and proofreading against program standards, AP style, and federal plain-language requirements.
Coordinate with information architecture and search specialists on metadata, categorization, retrieval, reuse, tracking, and routing.
Contribute to digital publishing operations, including the editorial calendar, recurring publications/newsletters, subscriptions, and audits.
Partner with search specialists on staff education around search, findability, and content standards.
Build and maintain the Tier 2 customer support satisfaction dashboard.
Analyze recurring issues, trends, and topics.
Translate support data into process improvements and self-service content.
Other relevant duties as qualified/trained to perform