Knowledge Management Specialist, Digital Support Operations

Job overview

The Knowledge Management Specialist, Digital Support Operations role is remote from anywhere in the USA, with a salary range of $77,000–$87,000 per year. Bixal is a consulting company that works with governments and organizations to improve services and experiences for communities; this position supports a public-facing federal digital program. The specialist provides Tier 2 support and builds the documentation, workflows, and knowledge resources that help the program respond consistently to user questions and service disruptions. The role also uses support data and content operations to identify process improvements and strengthen self-service.

What you'll do

• Provide Tier 2 support
• manage and route user requests
• monitor digital pages and escalate issues
• maintain outage notifications
• document business processes and standard operating procedures
• run the link-vetting program
• train staff on knowledge content
• edit and proofread content
• coordinate metadata and publishing
• maintain a support satisfaction dashboard
• and analyze trends to recommend process improvements.

What we're looking for

Skills & competencies

remote usa

full-time

knowledge management

digital support operations

tier 2 support

technical writing

process documentation

content operations

federal digital program

secret clearance

bixal

salary $77k–$87k

401(k) match

paid time off

Work arrangement

• Weekend coverage required

Benefits & perks

• Flexible hours, 401(k) matching incentive, parental leave, medical, dental, and vision benefits, flexible spending account, short-term disability and life insurance, commuter benefits, paid time off, and 11 paid holidays.

Why this role

The role is contingent on client contract award and requires an active Secret clearance or an interim Secret clearance to start.

About the employer

Bixal is hiring for this role. Industry: Process, Physical Distribution, and Logistics Consulting Services. Sector: 54.