Note: The job is a remote job and is open to candidates in USA. Empower AI is seeking a Senior Knowledge Management Analyst to develop and manage the knowledge management program for an enterprise IT customer support services program. The role oversees knowledge strategy, governance, repositories and content, supports Tier 0 self-service and ticket deflection, leads knowledge staff, and measures and improves knowledge management performance.
Responsibilities
- Develop, deliver, and maintain the Knowledge Management Plan, including strategy, governance framework, roles, article lifecycle standards, taxonomy, and quality assurance procedures, and incorporate it into the overall Service Management Plan following acceptance
- Establish and manage the centralized, searchable knowledge repository, the public-facing self-service knowledge base, and the internal technical knowledge base, ensuring content is high-quality, accurate, current, accessible, and easy to find
- Own the strategy for chatbot / Virtual Agent knowledge content and intelligent content suggestions during request initiation, partnering with the Automation Engineer and UX Designer to maximize Tier 0 ticket deflection and meet the annual Year-Over-Year Ticket Deflection target
- Lead, coach, and prioritize the work of knowledge management analysts and technical writers, and drive knowledge contribution from service desk, Tier II, engineering, and application teams through integrated workflows, coaching, and recognition
- Foster a culture of knowledge sharing across all support teams, ensuring tacit knowledge from subject matter experts is captured and best practices and lessons learned from complex incidents are documented and available to the entire support organization
- Define, track, and report KM performance metrics (article usage, ratings, search success, deflection and FCR contribution, knowledge base health) for the Customer Support Metrics Dashboard and Monthly Customer Support Activity Report, and analyze data to continuously improve content and findability
- Contribute KM-driven recommendations for new content, automation integrations, and platform improvements to the CX Roadmap, and support the Annual KPI/PRS Review with KM analytics
- Govern content quality, currency, Section 508 accessibility, CUI handling, and retirement; conduct periodic knowledge audits; and align KM practices with ITIL 4 and Knowledge-Centered Service principles
Skills
- Bachelor's degree and a minimum of 6 years of related experience (a Master's degree with 2 years of related experience, or an additional 4 years of related experience in lieu of a degree, may be substituted)
- Must be a U.S. Citizen
- Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start
- Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision
- Minimum of 5 years of experience in knowledge management, content management, or IT service management, for an enterprise IT support organization
- Demonstrated experience developing KM strategy, governance frameworks, taxonomies, and quality assurance processes, and measuring KM impact on self-service deflection and first-contact resolution
- Expert experience with an enterprise knowledge management platform (e.g., ServiceNow Knowledge Management) and with chatbot / Virtual Agent content strategy
- Experience leading writers and analysts and driving knowledge contribution across technical teams
- Strong analytical skills with experience using usage, search, and feedback data to drive content decisions and reporting
- Excellent writing, editing, presentation, and stakeholder communication skills
- Knowledge-Centered Service (KCS) v6 Practices certification; ITIL 4 Managing Professional; Certified Knowledge Manager (CKM)
- Experience supporting Department of War (DoW), DoD, or other compliance-driven Federal IT environments
- Experience with ServiceNow Virtual Agent, Now Assist / generative AI knowledge capabilities, and Service Portal knowledge experiences
- Experience supporting external customer knowledge bases and public-facing self-service
- Familiarity with customer experience (CX) measurement, including CSAT, Customer Effort Score (CES), and experience level agreements (XLAs)
- Experience with Power BI dashboards for KM analytics and with Section 508 accessible content standards
Benefits
- Hybrid role based in Quantico, VA (RKB) with remote work eligibility
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