Knowledge Management Specialist, Digital Support Operations

Location: Fully 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

Consulting company helping governments and organizations improve public services through technology, communications, data, and human-centered design.

What you will do

• Provide Tier 2 support for public-facing websites, applications, learning platforms, and program questions.
• Manage request and inquiry queues, including acknowledgment, routing, tracking, escalation, and closure.
• Develop and maintain business processes, standard operating procedures, knowledge content, and service-disruption communications.
• Run the link-vetting program and support digital publishing activities, including editorial calendars, newsletters, subscriptions, and audits.
• Coordinate metadata, categorization, search, retrieval, reuse, and content findability with information architecture and search specialists.
• Build support satisfaction dashboards, analyze recurring issues, and turn data into process improvements and self-service 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, content operations, or customer support operations.
• Hands-on experience with an enterprise knowledge base, documentation platform, or content management system.
• Experience with tiered support, ticketing or case management systems, defined acknowledgment and routing timeframes, and ITIL knowledge management, incident, problem, and change practices.
• Ability to document operational processes, interview subject-matter experts, and convert complex technical or policy information into clear plain-language content.

Nice to have

• ITIL v4 Foundation certification or willingness to obtain it within 90 days.
• Experience supporting federal or DoD programs and public-facing digital services.
• Experience with enterprise email or subscription publishing platforms.
• Experience developing training materials, delivering workshops, and using support or content data to improve processes.

Culture & Benefits

• People-first culture focused on collaboration, transparency, continuous improvement, and lasting impact.
• Flexible working hours and fully remote work within the United States.
• 401(k) with matching incentive, medical, dental, and vision benefits.
• Parental leave, paid time off, 11 paid holidays, flexible spending account, commuter benefits, and company-provided short-term disability and life insurance.

Hiring process

• The position is contingent on the client’s contract award.
• The initial performance period is one year, with two one-year option periods.