Supervisory IT Specialist (Plcypln)

Job Title

Supervisory IT Specialist (Plcypln)

Major Duties

Lead the development, implementation, and continuous improvement of Knowledge-Centered Service (KCS) practices within the Enterprise Service Desk.

Create, publish, maintain, and retire knowledge articles to ensure accuracy, completeness, and adherence to organizational standards.

Conduct regular audits of the knowledge base to ensure content quality, relevancy, and compliance with established guidelines.

Partner with Tier 0/Tier 1/Tier 2 teams to identify knowledge gaps, capture new solutions, and ensure timely publishing of critical operational information.

Translate technical information from SMEs into clear, user-friendly knowledge articles for both internal staff and end users.

Provide coaching, training, and guidance to Service Desk staff on proper use of Knowledge Management tools and processes.

Develop and maintain Knowledge Management processes, metrics, workflows, and governance models aligned with ITIL and enterprise standards.

Analyze knowledge article usage, search trends, and feedback to recommend improvements that enhance first contact resolution (FCR) and improve self-service success.

Maintain dashboards and produce routine reports on knowledge performance, article lifecycle status, and adoption metrics.

Ensure compliance with VA/ OI&T standards for accessibility, security, and content governance.

Serve as the primary liaison between Service Desk operations, SMEs, application/engineering teams, and the Knowledge Management governance group.

Facilitate knowledge-sharing workshops, reviews, and continuous improvement sessions.

This position is non bargaining unit

Position Description/PD#: PD18012A

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized

Financial Disclosure Report: Not Required

Travel Required: Occasional travel may be required as needed for this position.

Work Schedule: Monday - Friday 8am - 4:30pm

Compressed/Flexible: As determined by the Agency Policy

Virtual: This is not a virtual position.

Remote: This is not a Remote Position

Physical Demands: This work is sedentary. Some work may require walking and standing in conjunction with travel and to attendance at meetings and conferences away from the work site.

Working Conditions: This work area is adequately lighted, heated, and ventilated. The work environment involves everyday risks or discomforts that require normal safety precautions.