GDIT is seeking a Senior Technical Writer / Knowledge Management (KM) Specialist to support the KM team within our NIH IT Service Desk (help desk) program. The KM Specialist will help design, develop, build and integrate Knowledge portal-based business improvement projects. Other duties include:
Maintain knowledge articles and information to assist Service Desk Agents in first contact\first level resolution; ensure proper escalation instructions, as well as provide end users and IT staff with step by step instructions / resolutions to reduce call volume at the Service Desk.
Provide a strategic view on the further development of knowledge management systems and practices in order to support the work and development of the NIH organization into the future.
Keeping knowledge articles up to date and manages the format and language of knowledge so that a user can more easily utilize it.
Take the lead in encouraging employees to share knowledge, ensuring they are aware of the knowledge management resources available to support their work, are appropriately trained and are using the systems efficiently and productively.
Under limited supervision, documenting and ensuring knowledge articles are correct and up to date within the ServiceNow portal.
Attend weekly staff meetings to ensure customer mission execution considerations are integrated within the process and tools
Collect and document requirements unable to be met by existing portal capabilities from the assigned communities of interest to provide to the PM
Provide outreach to assigned communities of interest consisting of: In-depth customer support on KM tools to include associated Hardware & Software 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
BS in Computer Science, Business, or related field or equivalent combo of experience and education
5 or more years of related experience
Professional Knowledge Management (KM) Services experience
Strong writing skills
Working knowledge of industry standard knowledge management (KM), business process engineering.
Proven experience working in a complex technology/enterprise solutions/systems implementation environment
Intermediate proficiency with MS Visio and MS Project
Experience with industry leading Knowledge Management Databases and systems such as ServiceNow
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.