Knowledge Management Specialist, Service Delivery

Location: Remote within the United States. Candidates must be legally authorized to work in the US; visa sponsorship is not available.

Salary: $77,000–$87,000 per year.

Company

hirify.global is a consulting company that uses technology, communications, data, and human-centered design to help governments and organizations deliver more effective public services.

What you will do

• Build and maintain a Tier 0 self-service knowledge base for external users and internal staff.
• Manage the complete lifecycle of knowledge articles, including taxonomy, tagging, metadata, content governance, and separation of public and internal content.
• Write and maintain Tier 1–3 help desk SOPs, account management procedures, and outage-notification processes.
• Partner with support staff, engineering, and cybersecurity to capture technical knowledge and keep guidance consistent across support channels.
• Analyze query volume, resolution rates, and support trends to identify knowledge gaps and improve customer journeys.
• Create video tutorials and job aids, and train staff to submit, review, and use knowledge content.

Requirements

• Active Secret clearance required; an interim Secret clearance is acceptable to start.
• Bachelor’s degree and at least four years of experience in knowledge management, technical writing, documentation development, or content operations.
• Hands-on experience with an enterprise knowledge base, documentation platform, or content management system.
• Experience supporting a service desk or IT operations environment, including tiered support models and ITIL practices for knowledge management, incident, problem, and change management.
• Direct experience managing taxonomy, metadata, content governance, structured authoring, and documentation standards.
• Ability to interview technical subject-matter experts and translate complex technical material into clear, actionable content for non-technical readers.

Nice to have

• ITIL v4 Foundation certification or willingness to obtain it within 90 days.
• Experience supporting a federal or DoD program.
• Familiarity with ServiceNow or a comparable ITSM platform and workflow automation.
• Experience writing for military, veteran, or military family audiences.
• Working knowledge of Section 508 and WCAG requirements for published support content.

Culture & Benefits

• Fully remote work within the United States with flexible hours.
• 401(k) with matching incentive.
• Medical, dental, vision, flexible spending account, and commuter benefits.
• Paid parental leave, paid time off, 11 paid holidays, short-term disability, and life insurance.
• Full-time position contingent on contract award, with a one-year performance period and two one-year option periods.