Knowledge Management Specialist

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

As a Knowledge Management Specialist, you will support the Joint Service Provider (JSP) organization with the gathering, documenting, and dissemination of processes and procedures used to support our customers.  The problem sets that are in demand at JSP cover a wide verity of technical disciplines. The position requires an individual that has a strong technical writing or documentation capability, that will complement and support the analysis performed by others on the team.  One must have the ability to understand and describe/document information and processes and also create directions on how to implement developed solutions. 

Highlights of Responsibilities:

• Acts as the technical Subject Matter Experts (SMEs) to capture, document, and update Standard Operating Procedures (SOPs), Work Instructions, and other technical documentation for the Customer Service Center support personnel
• Analyzes, manages, and maintains the Knowledge Base Customer Support portal for Service Delivery personnel
• Analyzes, manages, and maintains knowledge artifacts and web links on the portal (SharePoint Online)
• Serves as the process SME when gathering requirements for new and existing supported services
• Facilitates and conducts the annual SOP review for Service Delivery Support Groups
• Coordinates with various technical SMEs to develop training documentation on technologies and processes supported by the Customer Service Center
• Administers, coordinates, and conducts technical training for Service Delivery personnel
• Works special projects, as required

Requirements:

• Clearance: Active Secret security clearance.
• Education: Bachelors or equivalent related experience. 
• 4 - 9 years of general related experience.
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Excellent written, oral, and interpersonal communication skills.
• 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.
• Experience with a variety of tools such as ServiceNow, Canva, OneNote, Teams, SharePoint, etc.

Preferred Education and Experience: 

• ITIL v4 Foundations 
• Hands-on experience working with BMC Remedy ticket systems and ServiceNow (SNOW)
• Prior work experience in a fast-paced DoD environment

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

It is the policy of Empower AI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations.  Empower AI is a VEVRAA Federal Contractor.