Knowledge Management Specialist, Digital Support Operations

🕒 September 4

🇺🇸 United States – Remote

💵 $77k - $87k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Bixal

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2001

📣 Marketing

📦 Logistics

🏥 Healthcare

Marketing • Logistics • Healthcare

Bixal is a mission-driven digital services firm that partners with governments and leading organizations to design and deliver data-driven, human-centered digital transformations. The company combines technology, communications, data, and design to build digital customer experiences, modern software solutions, and training/technical assistance that improve public-sector outcomes and organizational impact.

📋 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 and align support content 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 or trained

🎯 Requirements

• 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

🏖️ Benefits

• 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 • Professional journey support and future opportunities