Service Center Knowledge Base Article and Rep

Wichita Tribal Enterprise • Albuquerque, NM

2d

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 role 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 opportunities to improve technical support processes and operational effectiveness. The successful candidate must demonstrate strong technical writing, analytical, reporting, and communication skills, and be able 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.

Work is primarily performed in a professional office, Service Center, or federal government facility. The position requires frequent interaction with federal leadership, Service Center personnel, technical teams, and government stakeholders, while managing multiple documentation, reporting, and analytical priorities. Extended periods of computer use, data analysis, technical writing, and report preparation are required. Occasional travel between government facilities or support locations may be required. Depending on assignment, limited work in field or mixed environments may be required. Extended or irregular work hours may be necessary to support mission-critical operations, reporting deadlines, or contractual requirements.

U.S. citizenship is required. The candidate must be able to obtain and maintain the government security clearance required by the supported contract and successfully complete required pre-employment screening and government background investigation requirements. The position requires compliance with applicable federal cybersecurity requirements, including NIST SP 800-53 and FISMA, and maintaining confidentiality regarding government systems, personnel, technical information, operational reports, and sensitive program data. The candidate must support operational requirements and work schedules established by the supported federal contract.

Requirements

• Strong technical writing skills, with demonstrated experience developing Knowledge Base Articles, SOPs, troubleshooting guides, and technical documentation.
• Experience documenting technical processes, operational procedures, customer support issues, and Service Center workflows.
• Working knowledge of standalone and networked computer systems, including Local Area Networks (LANs) and Wide Area Networks (WANs).
• 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 while collaborating 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.
• At least three years of professional computer support or IT technical support experience.
• Demonstrated experience developing technical documentation, Knowledge Base Articles, or operational procedures.
• Experience documenting technical support processes, incident resolution procedures, and Service Center workflows.
• Experience analyzing operational information and preparing reports to support technical or management decision-making.
• Experience working independently and collaborating with technical support personnel and stakeholders.
• U.S. citizenship.
• Ability to obtain and maintain the government security clearance required by the supported contract and successfully complete required pre-employment screening and government background investigation requirements.
• Ability to comply with federal cybersecurity, confidentiality, government, contractual, and company requirements.
• Ability to support operational requirements and work schedules established by the supported federal contract.
• Ability to meet the described physical demands, including prolonged computer work and occasional lifting and travel.

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 (DOI), Indian Affairs (IA), 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 (KBAs) supporting Service Center operations and technical support activities.
• Create and maintain technical documentation, support models, troubleshooting guides, standard operating procedures (SOPs), 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 KBAs and technical documentation are accurate, consistent, current, and accessible to authorized personnel.
• Establish and maintain documentation standards, templates, and knowledge management practices; review existing resources to identify outdated information, documentation gaps, and improvement opportunities.
• Support knowledge-sharing initiatives that improve technical support consistency, incident resolution, and Service Center efficiency.
• Design, develop, and maintain customized reports, dashboards, and performance tracking tools for Service Center operations.
• Collect, analyze, and interpret operational data from IT service management systems, ticketing platforms, and other approved data sources.
• Monitor and report on KPIs, including First Contact Resolution rates, incident and service request volumes, response and resolution times, SLA compliance, ticket escalation and backlog trends, and customer satisfaction.
• Use Microsoft Power BI, Microsoft Excel, and other approved reporting tools to develop data visualizations and operational performance reports.
• Analyze historical and current 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, translating data into actionable recommendations.
• Evaluate Service Center support models, operational workflows, and incident management processes to identify improvement opportunities.
• Analyze incident trends, recurring technical issues, and service delivery performance to recommend corrective actions.
• Support continuous improvement initiatives, develop performance improvement plans, track progress against operational objectives, and monitor the effectiveness of implemented improvements.
• Identify process inefficiencies and recommend improvements to knowledge management, reporting, service delivery procedures, and documentation standardization.
• 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 requirements related to 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 regarding knowledge management practices, documentation standards, and reporting procedures.
• Maintain clear, professional communication with federal leadership, Service Center personnel, technical teams, and other stakeholders.
• Present operational performance data, reporting findings, and improvement recommendations clearly; translate complex technical information and analytical findings for technical and nontechnical audiences.
• Prepare written reports, briefings, presentations, and technical documentation to support leadership decision-making; respond to requests for operational data, reporting clarification, and knowledge management support.
• Promote consistent communication, documentation quality, and knowledge-sharing practices across the Service Center.
• Perform assigned duties in accordance with applicable NIST SP 800-53 security and privacy controls and support compliance with FISMA and applicable federal cybersecurity policies.
• Ensure knowledge management systems, technical documentation, and reporting activities comply with organizational information security requirements.
• Follow procedures for accessing, handling, storing, and distributing government information and operational data; protect sensitive information from unauthorized disclosure.
• Identify and report potential cybersecurity incidents, vulnerabilities, and unauthorized activities according to 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