Knowledge Management SME to support front desk operations and daily office administration.
The ideal candidate will lead knowledge management practices supporting PeopleSoft HCM help desk operations, with primary focus on collecting, organizing, governing, improving, and publishing operational knowledge within the PeopleSoft CRM platform and related repositories. This role is responsible for turning tickets, recurring issues, best practices, SOPs, troubleshooting steps, and process guidance into searchable, reusable content that helps Help Desk Associates and other stakeholders resolve issues faster and more consistently. The ideal candidate will combine strong knowledge management, service desk, content governance, and process improvement skills with working familiarity in digital adoption approaches so that guided help, embedded support, and self-service content can complement the broader knowledge program. As a valued member of the SFI team, you will play a critical role in delivering reliable, mission-critical capabilities to our Federal Government customers.
Work Location: Hybrid (on-site in Arlington, VA, as scheduled, with remaining days remote)Requirements
Key Responsibilities:- Lead knowledge management activities supporting Tier 2 help desk operations for PeopleSoft HCM applications, with emphasis on building, maintaining, and improving support knowledge within PeopleSoft CRM and related knowledge repositories.
- Capture knowledge from incidents, service requests, ticket trends, known errors, workarounds, repeat resolutions, release activities, and operational support processes, and convert that information into structured, reusable content.
- Develop, edit, organize, and govern knowledge articles, SOPs, runbooks, FAQs, decision trees, troubleshooting guides, job aids, resolution scripts, and reference content for help desk associates and other operational users.
- Establish and maintain knowledge standards for article quality, format, metadata, taxonomy, categorization, versioning, approval workflows, review cycles, retirement, and archival to ensure content remains accurate and easy to find.
- Apply industry best practices such as Knowledge-Centered Service (KCS), continuous improvement, and feedback-driven content refinement to increase knowledge reuse, reduce duplicate effort, and improve ticket resolution outcomes.
- Use PeopleSoft CRM to analyze tickets, case notes, resolution patterns, backlog trends, and support drivers in order to identify knowledge gaps, high-volume issues, and opportunities for targeted content development.
- Partner with Help Desk Associates, functional analysts, developers, testers, trainers, and business stakeholders to validate content accuracy, capture lessons learned, and ensure knowledge reflects actual support and business processes.
- Create content that supports both analyst-assisted resolution and end-user self-service, including searchable articles, guided instructions, embedded knowledge links, quick-reference materials, and standardized troubleshooting steps.
- Support onboarding and ongoing enablement for help desk personnel by ensuring knowledge assets are easy to consume, operationally relevant, and aligned with standard support workflows, escalation paths, and service expectations.
- Define and track knowledge management metrics such as article usage, search success, content freshness, reuse rates, ticket deflection indicators, first-contact resolution support, and recurring issue coverage.
- Coordinate knowledge updates for releases, patches, enhancements, process changes, and production issues so that support documentation stays synchronized with the PeopleSoft HCM and PeopleSoft CRM environment.
- Provide support for digital adoption activities and DAP platforms by helping define and maintain contextual guidance, knowledge links, embedded support prompts, or digital adoption content using Oracle Guided Learning (OGL), WalkMe, Whatfix, or similar tools when appropriate.
- Promote governance and compliance by maintaining documentation discipline, audit readiness, review traceability, and controlled publishing practices in accordance with program and organizational requirements.
- Other duties as assigned.
Qualifications: - Bachelor's degree in Information Systems, Computer Science, Business, Communications, Library and Information Science, or a related field; equivalent relevant experience may be considered.
- 5+ years of experience in knowledge management, help desk, service desk, application support, training enablement, or operational documentation for enterprise systems.
- Hands-on experience creating, organizing, and maintaining structured support content such as knowledge articles, SOPs, FAQs, troubleshooting guides, job aids, or runbooks in a service management or case management environment.
- Experience using PeopleSoft CRM or a similar enterprise ticketing/case management platform to capture, analyze, and improve support knowledge; PeopleSoft HCM support experience is strongly preferred.
- Strong understanding of knowledge lifecycle management, taxonomy, metadata, searchability, content governance, review workflows, and continuous content improvement practices.
- Ability to analyze tickets, support trends, and operational data to identify recurring issues, knowledge gaps, and opportunities to improve resolution consistency and support efficiency.
- Strong written and verbal communication skills, with the ability to translate technical or functional information into clear, practical, user-oriented guidance.
- Experience collaborating across help desk, functional, technical, testing, training, and business teams to validate content and drive adoption of knowledge practices.
- Must be a U.S. Citizen.
- Must possess an active Secret security clearance or be able to obtain one.
Desired Skills: - Experience supporting PeopleSoft HCM applications and using PeopleSoft CRM for ticket intake, case updates, resolution documentation, knowledge capture, and support process improvement.
- Knowledge of KCS, ITSM, incident management, request management, problem management, known-error management, and service desk knowledge governance practices.
- Experience designing or supporting knowledge bases, content taxonomies, search optimization, article templates, approval workflows, or content quality review processes.
- Familiarity with digital adoption platforms such as Oracle Guided Learning (OGL), WalkMe, Whatfix, or similar tools for delivering contextual guidance and embedded self-help content.
- Experience creating dashboards, reports, or metrics related to knowledge usage, article effectiveness, search success, support trends, or ticket reduction opportunities.
- Ability to support content updates tied to releases, patches, enhancements, business process changes, and production support activities in enterprise application environments.
- Experience working in federal, DoD, or other secured environments is a plus.
- HDI, ITIL Foundation, KCS, KM, or related service management / knowledge management certification is a plus.
Additional Information:- Clearance: Must be a U.S. Citizen with an active Secret security clearance or the ability to obtain one.
- Work Environment: Hybrid (on-site in Arlington, VA, as scheduled, with remaining days remote)
- This is a full-time, W2 position.
- No agencies, third parties, or Corp-to-Corp submissions.
