Knowledge Management Specialist, Service Delivery

🔥 19 hours ago

🇺🇸 United States – Remote

💵 $77k - $87k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 1%

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

• Build and maintain the Tier 0 self-service knowledge base for external users and internal staff • Run the full lifecycle of knowledge articles • Implement taxonomy, tagging, metadata, and content governance • Maintain the boundary between public and internal content • Write and maintain Tier 1–3 help desk SOPs, account setup/maintenance SOPs, and outage-notification processes • Partner with Tier 1–3 support staff, engineering, and cybersecurity to capture and document knowledge • Keep support guidance consistent across phone, email, chat, and social media • Analyze query volume, resolution rates, and support trends to identify knowledge gaps • Contribute to customer journey mapping and target content to common friction points • Produce interactive video tutorials and job aids • Train help desk and program staff to submit, review, and use knowledge content • Perform other relevant duties as qualified/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, or content operations • Hands-on experience with an enterprise knowledge base, documentation platform, or content management system • Experience supporting a service desk or IT operations environment • Working understanding of tiered support models • Familiarity with ITIL practices for knowledge management, incident, problem and change • Direct responsibility for taxonomy, metadata and content governance of a knowledge base or documentation library • Experience with structured authoring and standards • Ability to draw knowledge out of subject-matter experts and turn it into usable documentation • Ability to translate complex technical 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 an inclusive, purpose-driven culture