Responsibilities

Highlights of Responsibilities:

• Leads J6 Knowledge Management strategy and operations across all Service Desk functional areas (PWS 6.1 through 6.15), maintaining the WI Repository with approximately 900 defined WIs in the Call Center and Desk Side Support portals, 150 in the Self-Help Portal, and additional WIs and SOPs across all supporting service areas.
• Serves as portal site-collection administrator for each functional area within designated KM systems (currently SharePoint and OneNote/ServiceNow), maintaining and promoting the customer self-help knowledge base and Tier 0 self-service ticket submission capability.
• Ensures all WIs are reviewed for accuracy and currency at least once every six months; coordinates reviews with process-connected J6 service providers; integrates WIs with process activities and includes them in staff training programs.
• Manages the Document Repository in Government-designated KM systems (currently SharePoint/ServiceNow), storing draft and final versions of all official program documentation; maintains an automated listing of all documents and versions available on-demand by the Government.
• Develops and maintains knowledge articles for all repeatable customer support scenarios; recommends and implements strategies and techniques to drive usage of the self-service portal; tracks self-service utilization metrics and reports trends to leadership.
• Coordinates development, review, and Government approval of SOPs and Work Instructions across all 15 PWS task areas; ensures initial SOPs are delivered within 30 calendar days of contract award and updated within 10 calendar days of any required change, at minimum annually.
• Supports the Service Desk QA program by ensuring knowledge articles and WIs accurately reflect current processes; participates in monthly QA scorecard reviews to identify KM gaps contributing to quality deficiencies.
• Provides KM subject matter expertise in support of Incident and Problem management, including building and maintaining the Known Problem Database in ServiceNow and facilitating creation of knowledge articles that support FCR improvement.
• Provides business and data visualization controls for KM metrics and dashboards in graphical format to inform Government leadership on KM portal usage patterns, WI currency status, self-service adoption trends, and knowledge article effectiveness.
• Leads KM process reviews semi-annually; participates in process working groups (approximately 10-20 per year); ensures all SOPs, documentation, and plans are updated annually and reported through the monthly IPR process.

Requirements:

• Shall possess at the time of award a Secret security clearance

• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good written, oral, and interpersonal communication skills.
• Ability to conduct research into PC and software issues and products as required.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment.

Education and Experience: 

• Required Education: Master’s degree or equivalent experience in lieu of education, including consideration of vendor certification in the technology being applied.
• Required Experience: 12 or more years of professional experience supporting a similar role.
• Experience supporting a DoD or J6 customer is a plus.
• Certification:
  • ITIL v4 Foundations, CompTIA Security+, Knowledge-Centered Service (KCS) v6 Foundations or equivalent
• Preferred:
  • ITIL v4 Managing Professional, KCS v6 Practitioner, SharePoint Administrator certification

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
• Stoop, kneel, crouch, or crawl as required
• Repeatedly lift and carry weights up to 50 pounds