Knowledge Management Specialist

🕒 Setembro 4

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $77.000 - $87.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🦅 Patrocina Visto H1B

Esta empresa já patrocinou vistos H1B no passado.

👻 Score fantasma 7%

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Bixal

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2001

📣 Marketing

📦 Logística

🏥 Saúde

Marketing • Logistics • Healthcare

A Bixal é uma empresa de serviços digitais orientada por missão que faz parcerias com governos e organizações líderes para desenhar e entregar transformações digitais baseadas em dados e centradas no ser humano. A empresa combina tecnologia, comunicação, dados e design para construir experiências digitais para clientes, soluções modernas de software e treinamento/assistência técnica que melhoram os resultados do setor público e o impacto organizacional.

Descrição

• 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 • 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 • Perform other relevant duties as qualified/trained

🎯 Requisitos

• 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 • Experience working to defined acknowledgment and routing timeframes with a ticketing or case management system • 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, including processes, severity definitions and notice templates • Ability to draw knowledge out of subject-matter experts and turn it into usable documentation • Ability to translate complex technical or policy material into clear, plain-language content • Must be legally authorized to work in the US • Bixal does not provide visa sponsorship • ITIL v4 Foundation certification or willingness to obtain it within 90 days of start is nice to have • Experience supporting a federal or DoD program is nice to have • Strong editing skills are nice to have • Experience turning support or content performance data into process improvements is nice to have • Experience with enterprise email or subscription publishing platforms is nice to have • Experience developing training materials and delivering workshops is nice to have

🏖️ Benefícios

• Flex hours • 401K with matching incentive • Parental Leave • Medical/dental/vision benefits • Flex Spending Account • Company provided short-term disability and life insurance • Commuter benefits • Paid Time Off (PTO) • 11 Paid holidays • Reasonable accommodation for applicants with disabilities