Service Center Knowledge Base Article and Rep

Wichita Tribal Enterprise • Albuquerque, NM

3d • $55,000 - $58,000 • Onsite

About The Position

Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, is seeking an experienced Service Center KBA & Reporting Lead to support enterprise IT Service Center operations through knowledge management, technical documentation, performance reporting, and data analysis. The position develops, maintains, and improves Knowledge Base Articles (KBAs), standard operating procedures (SOPs), and technical support documentation. It also develops customized reports and dashboards, analyzes key performance indicators (KPIs), and provides actionable insights to support operational efficiency, customer satisfaction, and continuous service improvement.

Working with Service Center leadership, Federal Functional Leads, technical support teams, and other stakeholders, the role supports knowledge management initiatives, evaluates service delivery performance, and identifies ways to improve technical support processes and operational effectiveness. The successful candidate must demonstrate strong technical writing, analytical, reporting, and communication skills, and the ability to work independently in a fast-paced federal IT environment. All work must comply with applicable federal cybersecurity requirements, organizational IT policies, and established contractual performance standards.

Requirements

• Strong technical writing skills and demonstrated experience developing Knowledge Base Articles, SOPs, troubleshooting guides, and technical documentation.
• Experience documenting technical processes, operational procedures, customer support issues, incident resolution procedures, and Service Center workflows.
• Working knowledge of standalone and networked computer systems, including Local Area Networks and Wide Area Networks.
• Understanding of Microsoft Windows operating systems, networking fundamentals, and email systems and standards.
• Ability to collect, organize, analyze, and interpret operational data and performance metrics.
• Familiarity with IT service management practices, incident management processes, and SLA requirements.
• Ability to develop clear, accurate, and actionable reports for technical and nontechnical audiences.
• Strong analytical, organizational, problem-solving, and critical-thinking skills.
• Ability to identify operational trends, evaluate processes, and recommend improvements.
• Excellent written and verbal communication skills.
• Ability to manage multiple assignments, prioritize competing requirements, and meet established deadlines.
• Ability to work independently with minimal supervision and collaborate effectively with technical teams and government stakeholders.
• Strong customer service orientation and professional demeanor.
• Associate degree in Information Technology, Computer Science, Information Systems, Business Analytics, Technical Writing, or a related field; or relevant technical certification or an equivalent combination of education and experience.
• Minimum of three years of professional computer support or IT technical support experience.
• Demonstrated experience developing technical documentation, Knowledge Base Articles, or operational procedures.
• Experience analyzing operational information and preparing reports to support technical or management decision-making.
• U.S. citizenship required.
• Must be able to obtain and maintain the government security clearance required by the supported contract.
• Must successfully complete required pre-employment screening and government background investigation requirements.
• Must maintain confidentiality regarding government systems, personnel, technical information, operational reports, and sensitive program data.
• Must comply with applicable federal, contractual, and company policies and procedures and support operational requirements and work schedules established by the supported federal contract.

Nice To Haves

• Experience supporting IT Service Centers in multi-server or large enterprise environments.
• Experience developing, maintaining, and managing enterprise knowledge base systems.
• Proficiency with Microsoft Power BI, Microsoft Excel, or similar business intelligence and data visualization tools.
• Experience developing customized reports and dashboards tied to IT service management KPIs.
• Experience analyzing First Contact Resolution, ticket volume, resolution time, SLA compliance, and customer satisfaction metrics.
• Experience using IT service management platforms, including ServiceNow, Remedy, or similar ticketing systems.
• Experience supporting the Department of the Interior, Indian Affairs, or other federal government agencies.
• Familiarity with NIST SP 800-53, FISMA, and federal cybersecurity requirements.
• Knowledge of continuous improvement methodologies, process optimization, and operational performance management.
• Experience presenting analytical findings and operational recommendations to leadership.

Responsibilities

• Develop, review, maintain, and continuously improve Knowledge Base Articles supporting Service Center operations and technical support activities.
• Create and maintain technical documentation, support models, troubleshooting guides, standard operating procedures, and operational workflows.
• Document recurring customer support issues, technical resolutions, and internal Service Center processes using approved knowledge management systems.
• Collaborate with technical support teams and subject matter experts to collect, validate, and document technical information.
• Ensure knowledge articles and technical documentation are accurate, consistent, current, and accessible to authorized personnel.
• Establish and maintain documentation standards, templates, and knowledge management practices; identify outdated information, documentation gaps, and improvement opportunities.
• Support knowledge-sharing initiatives to improve support consistency, incident resolution, and Service Center efficiency.
• Design, develop, and maintain customized reports, dashboards, and performance tracking tools.
• Collect, analyze, and interpret operational data from IT service management systems, ticketing platforms, and other approved sources.
• Monitor and report on KPIs, including First Contact Resolution rates, incident and service request volumes, response and resolution times, SLA compliance, escalations, backlog trends, and customer satisfaction.
• Use Microsoft Power BI, Microsoft Excel, and other approved tools to develop data visualizations and operational performance reports.
• Analyze current and historical performance data to identify trends, recurring issues, and service improvement opportunities; ensure reporting accuracy, data integrity, and consistency.
• Prepare recurring and ad hoc reports for federal leadership, Service Center management, and contractual reporting requirements.
• Translate technical and operational data into clear recommendations to support leadership decision-making.
• Evaluate support models, workflows, and incident management processes; recommend corrective actions and process improvements.
• Support continuous improvement initiatives, performance improvement plans, and tracking of progress against operational objectives.
• Monitor implemented improvements and recommend further enhancements; support standardization of documentation, reporting methods, and support procedures.
• Collaborate with Service Center Leads, Federal Functional Leads, and technical teams to identify reporting priorities and knowledge management requirements.
• Assist leadership in prioritizing documentation, reporting, and operational improvement initiatives.
• Support reporting on technical support activities, property accountability, equipment tracking, and operational performance.
• Coordinate with technical support personnel to validate operational data and ensure accurate reporting.
• Independently analyze and resolve reporting, documentation, and operational challenges affecting Service Center performance.
• Participate in operational reviews, technical discussions, and service improvement meetings; guide Service Center personnel on knowledge management, documentation standards, and reporting procedures.
• Communicate professionally with federal leadership, Service Center personnel, technical teams, and other stakeholders.
• Present performance data, findings, and improvement recommendations clearly to technical and nontechnical audiences.
• Prepare written reports, briefings, presentations, and technical documentation; respond to requests for operational data, reporting clarification, and knowledge management support.
• Perform assigned duties in accordance with NIST SP 800-53 controls and support FISMA and applicable federal cybersecurity policies.
• Ensure systems, documentation, and reporting activities comply with information security requirements; follow procedures for accessing, handling, storing, and distributing government information and operational data.
• Protect sensitive technical information, system configurations, operational reports, and government data from unauthorized disclosure.
• Identify and report potential cybersecurity incidents, vulnerabilities, and unauthorized activities in accordance with established procedures.
• Maintain compliance with applicable government, contractual, and organizational IT policies.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree