Knowledge Analyst

General Dynamics Information Technology desires to hire a Knowledge Analyst to support the NASA Shared Services Center located at John C. Stennis Space Center, MS. The Knowledge Analyst shall design, develop, build, and integrate Knowledge portal-based business improvement projects. Pro-actively engage the customer/directorate, design and provide training to drive successful delivery of new collaborative capabilities throughout the division. Serve as the expert associated with troubleshooting content-related issues, processes, and procedures within enterprise web portal applications. Reviews and edits materials for punctuation, grammar, and content. Participates in the process of crafting, refining ideas, cultivating sources and bring innovative solutions.

The Knowledge Analyst would be responsible for the following items:

• Under limited supervision, designs complex information technology solutions based on capability and customer requirements that address business requirements that align with NASA/customer knowledge management and IT Standards.
• Create, maintain, and optimize knowledge content for both internal and external customers.
• Evaluate the effectiveness of the self-help knowledge base. Research and recommend continuous improvement initiatives.
• Analyze data to reduce customer contacts and improve customer experience.
• Prepare and present briefings, reports, and information analyses.
• Attend weekly KM staff meetings to ensure customer mission execution considerations are integrated with portal operations.
• Collect and document requirements unable to be met by existing portal capabilities from the assigned communities of interest to provide to the Government KM staff.
• Provide outreach to assigned communities of interest consisting of: In-depth customer support on KM tools to include associated ITSM & CRM interfaces; Demonstrating new tools and/or capabilities.
• Respond to user requests for information and support for software, business applications and hardware according to ticketing priority and procedures for ServiceNow.
• Excellent organizational, communication, and leadership abilities.
• Ability to organize and lead others; drives results by planning, prioritizing, and meeting tight required.
• Ability to work independently with a self-motivated attitude; capable of overseeing multiple projects simultaneously.
• Able to work in a dynamic environment and effectively interact with NASA leadership and other contracts.
• Facilitate knowledge sharing and ensure consistency of understanding across business units.
• Determine the clearest and most logical way to present information and instructions for greatest reader comprehension, documents/writes, and edits technical information accordingly.
• Revise, edit or update instructions, processes, technical information, and frequently asked questions as necessary.
• Work with development and support leads to identify all documentation repositories, revise and edit, and determine the best solution for data compilation and centralized storage.
• Research, create, and maintain process templates that uphold organizational standards, and allow for each data migration.
• Develop training materials on knowledge management processes and tools.
• Create / update Customer Guides and Work Instructions as necessary
• Proactively research new features based on upcoming releases, and the ability to integrate with existing functional areas.
• Must be able to be a self-starter, work independently and complete tasks efficiently with minimum supervision.

WHAT YOU’LL NEED TO SUCCEED:

● Education: Bachelor of Library Science, information science, or a related field (or equivalent experience)

● Required Experience: 5+ years of related experience

● Required Technical Skills:

• Professional KM Services experience.
• Working knowledge of industry standard knowledge management (KM), business process engineering, and Agile software development practices.
• Proven experience working in a complex technology/enterprise solutions/systems implementation environment.
• Intermediate proficiency with MS Visio
• Experience with industry leading Knowledge Management Databases and systems such as ServiceNow.
• ITIL V4 Certification or relevant KM Certification

● Security Clearance Level: Public Trust

● Required Skills and Abilities:

• Demonstrated expert written and oral communication skills
• Strong inter-department communicator
• Deep analytical and problem-solving skills

● Location: Remote

●US Citizenship Required

GDIT IS YOUR PLACE:

● 401K with company match

● Comprehensive health and wellness packages

● Internal mobility team dedicated to helping you own your career

● Professional growth opportunities including paid education and certifications

● Cutting-edge technology you can learn from

● Rest and recharge with paid vacation and holidays