Knowledge Manager w/Secret Clearance

Job Description

Job Description

Overview

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location: DMV
• Environment: Hybrid
• Noise level: Low
• Schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs
• Travel: Less than 10%

WORK AUTHORIZATION/SECURITY CLEARANCE

U.S. Citizenship

Secret

WAGE INFORMATION

Target salary range: $130,000 - $180,000. The salary range displayed is an estimate and will be determined on several factors regarding the individual’s particular combination of education, knowledge, skills, competencies and experience, as well as contract parameters and organizational requirements. The displayed salary is one component of the total compensation package for employees.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

OTHER INFORMATION

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice

Responsibilities

We are seeking a Knowledge Manager for the CSES contract.

The Knowledge Manager l eads knowledge management and serves as the DT Operations knowledge management lead responsible for aggregating DT office content into consumable products. The goal is to provide precise and succinct information that reduces ITSC contacts and empowers customers to resolve issues independently and report problems effectively.

REQUIRED QUALIFICATIONS

Experience

• Experience aggregating and managing enterprise knowledge for IT services in a cross-functional environment with requirements of similar size, scope, and complexity.
• Experience transforming knowledge artifacts from diverse service areas, including external content providers, into Tier 0 portal content and FAQs that demonstrably reduce related incidents and service requests as reflected in KPIs.
• Experience identifying new opportunities for incident and service request categories and transitioning them to customer selection options in an ITSM tool service portal.
• Experience vetting/reviewing legacy knowledge for inclusion in a new knowledge management system and transferring that knowledge into an end-user consumable product.
• Demonstrated experience supporting government agencies, customers, or contracts within federal environments. This includes the Intelligence Community (IC), Department of Defense (DoD), Federal Civil agencies, and military organizations. Prior experience supporting the same or similar contract, with an in-depth understanding of the customer environment, requirements, and operational landscape, is highly desirable.

Certifications

• ITIL 4
• Knowledge-Centered Service (KCS) certification

Education

• Bachelor’s in IT, Communications, Knowledge Management, or related field or additional 4 years experience in lieu

Clearance

• Secret

RESPONSIBILITIES

• Manage enterprise knowledge management for and DT Operations, including aggregation, review, organization, and publication of service knowledge.
• Transform knowledge artifacts from diverse service areas and external content providers into Tier 0 portal content, FAQs, and customer-consumable guidance.
• Identify incident and service request categories suitable for self-service, portal selection options, and improved customer routing in the ITSM tool.
• Review, vet, migrate, and optimize legacy knowledge for inclusion in a new knowledge management system and end-user consumable products.
• Measure knowledge effectiveness through KPIs such as contact reduction, self-service usage, deflection, searchability, and quality of customer interactions.
• Coordinate with ITSC, desk-side, incident/problem, service catalog, customer engagement, service design, and technical content owners.

Qualifications

TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers. Apply now to explore jobs with us at

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment.

By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP". As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration.

EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment. TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact View email address on ziprecruiter.com for assistance.