Knowledge Base Coordinator

GDIT is seeking a Knowledge Base Coordinator to join our Idaho Falls based team.    

We are GDIT. We stay at the forefront of innovation to solve complex technical challenges. 

GDIT is your place. Make it your own by discovering new ways to securely and expertly apply the latest technology. Own your opportunity at GDIT and you’ll be a meaningful part of improving how agencies operate.  Our work depends on a Knowledge Base Coordinator joining our team at Idaho Falls, Idaho.   

At GDIT, we foster a people-centric environment. As a Knowledge Base Coordinator, you will be trusted to support the delivery of Technology Support Services (TSS).  This position provides an excellent opportunity for you to obtain ITIL certification and ServiceNow Administrator training. Job responsibilities encompass all areas including knowledge management articles, ITIL maturation of processes and procedures, quality assurance, guidance and assistance rolling out new ServiceNow features (such as Chat), introduction of Tier 0 and Tier -1 supporting shift left service theory, and other – all focused on continuous service delivery. 

In this role, a typical day will include:

• Assist in maturing ITIL processes within TSS contract
• Maintain up-to-date Knowledge database to include existing and new Knowledge Articles, phone scripts, application support material, etc., and ensure knowledge transfer to maintain the services and support for First Contact Resolution
• Work with Help Desk Supervisor and Field Services Supervisor to identify KBAs that need updated or rewritten
• Assist technicians with instructions on writing, utilizing and maintaining KBAs
• Assist with training and protocols surrounding KBAs for new and current technicians
• Ensure KBAs are all in a consistent format and written towards the intended audience (Help Desk, IT, or the general user)
• Able to translate technical jargon to technical writing
• Able to create technical training for team and end user community
• Tier 0 – continuous effort to extend/expand self-help with goal or reducing TSS volumes.
• Tier -1 – introducing methodologies to help TSS (and BEA) on shifting left incidents to the point of prior to incident creation (proactive incident management)
• Assist TSS Management with quality assessments of technician work (including ServiceNow documentation with incidents and requests, as well as tier 2 desk-side support visits and tier 1 customers contacts via phone, chat, and email
• Help with Chat implementation (training, user guides, process/procedures, continuous improvement)
• Leverage industry knowledge of automation and tier 0 for proposed operation procedure enhancements in support of continuous “shift left” mindset.
• Assist with future implementations and projects (training, user guides, process/procedures, continuous improvement)
• Work with TSS Management to expand/extend KPIs
• Leverage GDIT SMEs utilizing ITSM4gov to mature ITIL within TSS service delivery

WHAT YOU’LL NEED:

• Associate degree and at least 2 years of related experience or equivalent combination of education and experience.
• Experience with Microsoft Windows operating systems and products (required)
• Experience with both Apple and Linux platforms
• ITIL expertise (at a minimum ITIL v4 certified) as role is responsible for ITIL maturation (required within 6 months of hire)
• ServiceNow administrator trained with understanding of Incident, Request, Knowledge and Chat modules and functionality (required within 6 months of hire)
• Requires the ability to work with limited supervision
• Technical writer experience (required for KBAs, white papers, technical guides, and training)

WHAT GDIT CAN OFFER YOU:

• Full-flex work week
• 401K with company match
• Customizable health benefits packages
• Collaborative teams of highly motivated critical thinkers and innovators
• Internal mobility team dedicated to helping you own your career
• Rewards program for high-performing employees

Not sure this job’s the one for you? Check out our other openings at gdit.com/careers