Knowledge Management Specialist

🕒 il y a 1 mois

🇺🇸 États-Unis – Télétravail

💵 $77 000 - $87 000 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

👻 Score fantôme 9%

Ce que ça veut dire : la probabilité que cette offre reste ouverte sans recrutement actif.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Bixal

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 2001

📣 Marketing

📦 Logistique

🏥 Santé

Marketing • Logistics • Healthcare

Bixal est une entreprise de services numériques orientée par sa mission, qui collabore avec les gouvernements et les organisations de premier plan pour concevoir et offrir des transformations numériques centrées sur l'humain et guidées par les données. L'entreprise combine technologie, communication, données et design pour créer des expériences numériques pour les clients, des solutions logicielles modernes et des formations/assistances techniques qui améliorent les résultats du secteur public et l'impact organisationnel.

Description

• 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

🎯 Exigences

• 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

🏖️ Avantages

• 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