Note: The job is a remote job and is open to candidates in USA. Bixal is seeking a Knowledge Management Specialist to support a public-facing federal digital program. The role provides Tier 2 support, manages support workflows and knowledge documentation, improves content quality and findability, and uses service data to strengthen operations and self-service resources.
Responsibilities
- 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 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
- Other relevant duties as qualified/trained to perform
Skills
- You must be legally authorized to work in the US
- Bixal does not provide visa sponsorship
- Active Secret clearance. An interim Secret is acceptable to start
- Bachelor's degree
- 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, working to defined acknowledgment and routing timeframes with a ticketing or case management system, and 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 — the processes, severity definitions and notice templates that govern how users are told something is broken
- Demonstrated ability to draw knowledge out of subject-matter experts, interviewing program and technical staff and turning what they know into documentation someone else can follow
- Demonstrated ability to translate complex technical or policy material into clear, plain-language content that a non-specialist can act on
- Experience supporting a federal or DoD program, particularly in outreach, communications, or public-facing digital services
- Strong editing skills — you can take someone else's draft and make it correct, clear and consistent with a style guide, whether AP or a house guide
- Experience turning support or content performance data into reporting that actually changed a process
- Experience with enterprise email or subscription publishing platforms
- Experience developing training materials and delivering workshops to staff audiences
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
Company Overview