SENIOR KNOWLEDGE MANAGEMENT ANALYST
About The Position
Empower AI is seeking a Senior Knowledge Management Analyst to develop and manage the Knowledge Management program for an enterprise IT Customer Support Services program supporting a Department of War agency with approximately 13,000 internal users and external industry partners. The role supports the Knowledge Management Plan, governance framework, quality assurance procedures, centralized repository, public and technical knowledge bases, and knowledge content for Tier 0 AI self-service. The Analyst is accountable for meeting the annual Year-Over-Year Ticket Deflection target and improving First Contact Resolution. The position supports knowledge management analysts and technical writers, promotes knowledge sharing across support teams, and integrates Knowledge Management with the CX Roadmap, Service Portal, and Virtual Agent. It is a salaried, FLSA-exempt role requiring independent analysis, discretion, and judgment on matters significant to the program and its customers. This is a hybrid role based in Quantico, Virginia (RKB), with remote work eligibility and up to 10% travel.
Requirements
- Bachelor’s degree and at least 6 years of related experience; a master’s degree with 2 years of related experience, or an additional 4 years of related experience in lieu of a degree, may be substituted.
- Must be a U.S. citizen.
- Must have an active Secret Clearance, favorably adjudicated T3/T3R, to start.
- Ability to work independently, analyze problems, determine appropriate courses of action, and exercise discretion and independent judgment with limited day-to-day supervision.
- At least 5 years of experience in knowledge management, content management, or IT service management for an enterprise IT support organization.
- Demonstrated experience developing Knowledge Management strategy, governance frameworks, taxonomies, and quality assurance processes, and measuring Knowledge Management impact on self-service deflection and First Contact Resolution.
- Expert experience with an enterprise knowledge management platform, such as ServiceNow Knowledge Management, and chatbot or Virtual Agent content strategy.
- Experience leading writers and analysts and driving knowledge contribution across technical teams.
- Strong analytical skills and experience using usage, search, and feedback data to guide content decisions and reporting.
- Excellent writing, editing, presentation, and stakeholder communication skills.
Nice To Haves
- Knowledge-Centered Service (KCS) v6 Practices certification, ITIL 4 Managing Professional, or Certified Knowledge Manager (CKM).
- Experience supporting Department of War (DoW), Department of Defense (DoD), or other compliance-driven federal IT environments.
- Experience with ServiceNow Virtual Agent, Now Assist or generative AI knowledge capabilities, and Service Portal knowledge experiences.
- Experience supporting external customer knowledge bases and public-facing self-service.
- Familiarity with customer experience measurement, including CSAT, Customer Effort Score (CES), and experience level agreements (XLAs).
- Experience with Power BI dashboards for Knowledge Management analytics and Section 508 accessible content standards.
Responsibilities
- Develop, deliver, and maintain the Knowledge Management Plan, including strategy, governance, roles, article lifecycle standards, taxonomy, and quality assurance procedures; incorporate it into the overall Service Management Plan following acceptance.
- Establish and manage a centralized searchable knowledge repository, a public-facing self-service knowledge base, and an internal technical knowledge base, ensuring content is accurate, current, accessible, high-quality, and easy to find.
- Own the strategy for chatbot and Virtual Agent knowledge content and intelligent content suggestions during request initiation, partnering with the Automation Engineer and UX Designer to maximize Tier 0 ticket deflection and meet the annual Year-Over-Year Ticket Deflection target.
- Lead, coach, and prioritize the work of knowledge management analysts and technical writers, and drive knowledge contributions from service desk, Tier II, engineering, and application teams through workflows, coaching, and recognition.
- Foster knowledge sharing across support teams and ensure subject matter experts’ tacit knowledge, best practices, and lessons learned from complex incidents are documented and available to the support organization.
- Define, track, and report Knowledge Management performance metrics, including article usage, ratings, search success, deflection and First Contact Resolution contributions, and knowledge base health.
- Analyze performance data to improve content and findability, and report metrics for the Customer Support Metrics Dashboard and Monthly Customer Support Activity Report.
- Contribute Knowledge Management recommendations for new content, automation integrations, and platform improvements to the CX Roadmap, and support the Annual KPI/PRS Review with Knowledge Management analytics.
- Govern content quality, currency, Section 508 accessibility, CUI handling, and retirement; conduct periodic knowledge audits and align practices with ITIL 4 and Knowledge-Centered Service principles.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
