Knowledge Management Specialist, Service Delivery

Bixal is seeking a Knowledge Management Specialist, Service Delivery to build and run the knowledge layer behind a large-scale federal support program serving a diverse community of users.

In your first 90 days, you will stand up the program’s Tier 0 self-service knowledge base for both external users and internal staff. From there, you will manage the article lifecycle that keeps the knowledge base accurate, useful, and trustworthy, while developing the operating documentation that supports Tier 1 through Tier 3 help desk operations. This role suits someone who sees a knowledge base as a product with users, not simply a repository of documents.

Hundreds of thousands of people rely on the program’s digital services and resources each year. When someone gets stuck, the difference between answering their own question in thirty seconds and waiting for support often comes down to the quality of the knowledge layer behind the help desk.

This project supports a large-scale outreach and engagement effort, delivering strategic communications, content and creative services, digital strategy, and audience engagement across public-facing websites, applications, and social media platforms. The work is paired with the IT, cybersecurity, and data operations needed to keep that digital presence secure, reliable, and available around the clock. The program’s mission is to ensure the intended audience receives timely, accurate, and accessible information about the programs, services, and policies that affect them with content and platforms built to scale, adapt to changing needs, and hold up to federal compliance and security standards.

This is a full-time position contingent on contract award by our client, with a defined performance period of one year with two one-year option periods. This role offers you a unique opportunity to make a meaningful impact on a project that aligns with Bixal’s mission of delivering innovative, human-centered solutions. While the role has a fixed duration, we are committed to transparency and collaboration, keeping you informed about contract updates and new opportunities. At Bixal, we support your professional journey, ensuring your experience reflects our inclusive, purpose-driven culture and prepares you for future success., Knowledge Base & Content Governance

• Build and maintain the Tier 0 self-service knowledge base.
• Run the full lifecycle of knowledge articles.
• Implement taxonomy, tagging, metadata, and content governance.
• Maintain the boundary between public and internal content.

Help Desk & Operational Knowledge

• 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.

Measurement & User Experience

• Analyze query volume, resolution rates, and support trends to identify knowledge gaps.
• Contribute to customer journey mapping and target content to common friction points.

Enablement & Knowledge Adoption

• Produce interactive video tutorials and job aids.
• Train help desk and program staff to submit, review, and use knowledge content.
• Other relevant duties as qualified/trained to perform

• Active Secret clearance. An interim Secret is acceptable to start.
• Bachelor’s degree.
• 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, with a working understanding of tiered support models and familiarity with ITIL practices for knowledge management, incident, problem and change.
• Direct responsibility for the taxonomy, metadata and content governance of a knowledge base or documentation library - structured authoring and standards, not writing alone.
• Demonstrated ability to draw knowledge out of subject-matter experts, interviewing technical staff and turning what they know into documentation someone else can follow.
• Demonstrated ability to translate complex technical material into clear, plain-language content that a non-technical reader can act on.

Nice to Have Skills and Experience:

• ITIL v4 Foundation certification, or willingness to obtain it within 90 days of start.
• Experience supporting a federal or DoD program.
• Familiarity with service portals and workflow automation - ServiceNow or a comparable ITSM platform.
• Experience writing for a military, veteran, or military family audience.
• Working knowledge of Section 508 and WCAG requirements as they apply to published support content.
• A habit of measuring knowledge content by whether it actually deflected the ticket, not by page views.

The salary range for this role is $77,000 - $87,000. In the spirit of transparency, most offers tend to land near the midpoint of the range. We make compensation decisions thoughtfully, considering your experience, the skills you bring, and our commitment to internal equity. Fairness and transparency are core to how we operate., How We Support Our Team:

• 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

Our company is committed to providing equal employment opportunities for all individuals and complies with all applicable federal, state, and local anti-discrimination laws. Employment decisions are based on merit, qualifications, and business needs.

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Bixal is a consulting company headquartered in Fairfax, VA, working alongside governments and organizations to help them deliver better services and experiences to the communities they serve. Using evidence-based knowledge and technology, Bixal empowers clients to deliver on their missions more effectively by fostering a culture of learning and continuous improvement.

Our values:

• People-First: Emphasizing the importance of people in all aspects of work.