ResponsibilitiesEmpower AI is seeking a
Knowledge Analyst / Technical Writer to create and curate the knowledge assets and program documentation for an enterprise IT Customer Support Services program supporting a Department of War agency with approximately 13,000 users. Within the Knowledge Management program, the analyst analyzes ticket, search, and article-feedback data to identify knowledge gaps; writes and edits public how-to guides, FAQs, troubleshooting articles, and internal technical procedures under the KM governance and quality framework; contributes Virtual Agent (chatbot) content; and also produces and edits formal program deliverables (Service Management Plan, Quality Control Plan, process documentation, monthly and quarterly reports) in Government-approved formats. The role reports to the Knowledge Management Lead. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.
THIS IS A HYBRID ROLE BASED IN QUANTICO, VA (RKB) WITH REMOTE WORK ELIGIBILITY AND UP TO 10% OF TRAVEL INVOLVED.JOB DUTIES: - Analyze ticket categories, search logs, and article feedback to identify knowledge gaps and prioritize content, and design, write, edit, and publish knowledge articles for the public self-service and internal technical knowledge bases under the KM governance framework and quality assurance procedures.
- Write and refine the knowledge and conversational content that powers the Tier 0 Virtual Agent (chatbot), and tune articles' metadata and keywords so the knowledge base surfaces relevant suggestions during request initiation.
- Write, edit, format, and maintain formal contract deliverables in Government-approved formats (Service Management Plan, Quality Control Plan, process documentation and flow diagrams, Monthly Customer Support Activity Report, Quarterly XLA Performance Report, CX Roadmap, meeting minutes) and manage their review cycles.
- Write, edit, format, and maintain contract deliverables in Government-approved formats, including the Service Management Plan, Quality Control Plan, process documentation and flow diagrams, Monthly Customer Support Activity Report, Monthly Contract Performance Report, Quarterly XLA Performance Report, CX Roadmap, Annual KPI/PRS Review and Recommendation Report, and meeting agendas and minutes.
- Support development and editing of technical and security documentation, including standard operating procedures, build books, RMF artifacts (SSP narratives, POA&M entries), the Supply Chain Risk Management Plan, Digital Twin Evaluation and Implementation Plan, Surge Plans, and the Transition-Out Plan.
- Write and edit knowledge base articles, how-to guides, FAQs, troubleshooting articles, and quick-reference cards for both the public-facing/self-service knowledge base and the internal technical knowledge base, applying the knowledge management style guide and quality standards.
- Draft plain-language, persona-appropriate situational awareness alerts, user notifications, and communications that clearly state impact, required user actions, and expected time to resolution, for Government pre-approval and publication.
- Maintain document templates, style guides, and the deliverables repository; enforce consistent terminology, formatting, Section 508 accessibility, and CUI/Contractor marking requirements across all documents.
QualificationsREQUIREMENTS:
- Bachelor's degree and a minimum of 3 years of related experience (an additional 4 years of related experience may be substituted for the degree).
- Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start.
- Must be willing and able to obtain Top Secret eligibility after start, if required by mission needs.
- Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
- 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 3 years of experience as a technical writer or documentation specialist supporting IT programs, preferably Government contracts with formal deliverables.
- Expert proficiency in Microsoft Word, PowerPoint, Excel, Visio, and SharePoint, including templates, styles, and document automation; experience with Adobe Acrobat.
- Demonstrated ability to write clear, concise, plain-language content for technical and non-technical audiences and to edit the work of others.
- Experience producing documents that meet Section 508 accessibility and Government formatting and marking requirements (e.g., CUI).
- Strong organizational skills and experience managing deliverable schedules and review cycles.
- Ability to quickly learn IT service management, cybersecurity, and enterprise IT concepts and terminology.
DESIRED SKILLS: - Society for Technical Communication certification, ITIL 4 Foundation, or Knowledge-Centered Service (KCS) certification.
- Experience writing knowledge articles in ServiceNow Knowledge Management and content for Virtual Agent/chatbots.
- Experience supporting Department of War (DoW), DoD, or other compliance-driven Federal IT programs and CDRL-based deliverables.
- Experience supporting RMF documentation (SSP, POA&M) in eMASS.
- Experience with Adobe Creative Suite, Markdown/structured authoring, or content management systems.
- Familiarity with Power BI report narratives and data presentation.
PHYSICAL REQUIREMENTS:This position requires the ability to perform the below essential functions:
- Sitting for long periods
- Standing for long periods
- Ambulate throughout an office
- Ambulate between several buildings
Pay Band MinUSD $65,600.00/Yr.
Pay Band MaxUSD $101,540.00/Yr.
