Enterprise Knowledge Management & Process Improvement SpecialistEmployment Type: Full Time
Work Location: Remote
Clearance Requirement: Active DoD SECRET Clearance
Customer: Department of the Navy
Recommended Salary Range: $95,000-$140,000 annually
Travel: Occasional travel may be required
Position SummaryThe position is responsible for converting resolved support issues into reusable knowledge, standardized processes, job aids, training content, and measurable service improvements across the DON procurement and eBusiness ecosystem.
The role will work across interconnected procurement processes, data, and systems, including, as applicable,
ePS, AMS, Navy ERP, PIEE, SAM.gov, NECO, and other current or emerging DON and DoD procurement platforms and interfaces.
Working directly with Tier 2 leadership, procurement subject-matter experts, analysts, users, system program offices, and other stakeholders, this individual will help reduce recurring support demand and improve the consistency and quality of service across the enterprise.
This is not primarily a document-control position. The role requires someone who can identify why recurring issues happen across policy, process, data, systems, and organizational handoffs and turn that insight into lasting operational improvements.
Primary Responsibilities- Develop, maintain, and continuously improve the enterprise Tier 2 knowledge base.
- Convert resolved Tier 2 cases into reusable knowledge articles, FAQs, decision trees, job aids, and troubleshooting guidance.
- Develop knowledge that addresses both individual systems and end-to-end processes that cross multiple eBusiness platforms.
- Establish and maintain standards for knowledge articles, including ownership, validation, review, expiration, and version control.
- Work with procurement SMEs and system stakeholders to ensure published guidance accurately reflects applicable policy, process, system procedures, and cross-system dependencies.
- Identify recurring support issues that should be addressed through knowledge, training, process redesign, automation, data correction, system enhancement, or other systemic corrective action.
- Map end-to-end procurement and eBusiness processes and identify unnecessary handoffs, unclear responsibilities, duplicate effort, data breaks, system seams, and other sources of user friction.
- Develop and maintain standard operating procedures for enterprise Tier 2 service delivery.
- Support standardization of intake, triage, escalation, resolution, closure, and knowledge-capture processes.
- Create concise user-facing job aids and reference materials for frequently encountered issues.
- Develop support-side guidance covering issues that span ePS, AMS, Navy ERP, PIEE, SAM.gov, NECO, and related systems, as applicable.
- Support development and delivery of targeted training based on actual support demand and recurring user issues.
- Partner with the Enterprise Tier 2 Service Operations & Data Analyst to identify high-volume and high-effort opportunities for improvement.
- Facilitate root-cause and continuous-improvement activities for recurring enterprise support issues.
- Track corrective actions resulting from systemic problems and assess whether implemented changes reduce future support demand.
- Identify repetitive support activities suitable for workflow automation or AI-assisted support.
- Assist with design and testing of lightweight workflow automation where appropriate.
- Maintain a structured taxonomy for support topics, systems, processes, knowledge articles, issue categories, and service documentation.
- Capture lessons learned and incorporate them into future enterprise service delivery.
- Coordinate with system program offices and other support organizations when changes to enterprise guidance are required.
- Support communication of changes in processes, tools, systems, or procedures to the supported community.
- Measure the use and effectiveness of knowledge articles, training materials, and process improvements.
- Help identify recurring problems caused by gaps between systems, business rules, data, policy, and operational execution.
Required Qualifications- Bachelor's degree in business, management, information systems, instructional design, organizational development, knowledge management, communications, or a related discipline.
- Minimum 5 years of relevant experience in knowledge management, process improvement, business process analysis, training development, service management, or a similar field.
- Demonstrated ability to translate complex processes or technical information into clear, usable guidance.
- Experience creating knowledge articles, SOPs, job aids, process documentation, or training materials.
- Experience documenting and analyzing end-to-end business processes.
- Ability to understand and document workflows that cross multiple systems and organizations.
- Strong writing and editing skills.
- Demonstrated ability to work with subject-matter experts and extract actionable knowledge.
- Experience facilitating process-improvement or root-cause-analysis activities.
- Ability to manage multiple knowledge products and maintain configuration/version control.
- Excellent organizational and interpersonal skills.
- Strong attention to detail while maintaining focus on operational outcomes.
- Active DoD SECRET clearance.
Preferred Qualifications- Experience supporting the Department of Defense or Department of the Navy.
- Experience with federal acquisition, procurement, contracting, financial management, or Procure-to-Pay processes.
- Familiarity with the DON and DoD eBusiness ecosystem, including systems such as ePS, AMS, Navy ERP, PIEE, SAM.gov, NECO, or comparable procurement platforms.
- Experience documenting processes, dependencies, and user workflows across multiple enterprise applications.
- Experience supporting a Tier 2 help desk, service desk, customer-support organization, or ITSM environment.
- Familiarity with ServiceNow or comparable knowledge- and case-management platforms.
- Knowledge of Knowledge-Centered Service/KCS or comparable knowledge-management practices.
- Experience with Lean, Six Sigma, business-process reengineering, or other continuous-improvement methodologies.
- Experience developing digital training or performance-support materials.
- Familiarity with Microsoft Power Automate, Power Apps, Copilot, AI-assisted knowledge tools, or comparable automation platforms.
- Experience developing process maps using Visio, Lucidchart, BPMN, or similar tools.
- Familiarity with content analytics, knowledge-base usage metrics, search analytics, or training-effectiveness measurement.
- Knowledge of DoD CUI and records-management requirements.
Core Competencies- Enterprise knowledge management
- Business-process improvement
- Systems thinking
- Technical writing
- Facilitation
- Root-cause analysis
- Instructional communication
- Change enablement
- Continuous improvement
- Collaboration
