POSITION/TITLE: Knowledge Management (KM) Specialist

EMPLOYMENT STATUS: Regular/Full Time

REPORTS TO: Project Manager

CLEARANCE: None

LOCATION: Bethesda, Maryland

POSITION SUMMARY: To provide assistance to the client in support of the Knowledge Management (KM) team overseeing the client's IT Service Desk knowledge base. The Knowledge Management team’s primary responsibility is to develop content and validate existing content for the IT Service Desk knowledge base. In doing so, there is a significant level of collaboration amongst several teams’ including staff and management. This tool is accessible to all staff and Service Desk members. To support and develop this new tool; the team actively market, train, identify new content, trends, and validate content.  

ESSENTIAL DUTIES & RESPONSIBILITIES:     

Works with KM team and senior federal managers to identify and support business requirements relating to knowledge and content management, along with web resources.
Works to enhance resources accordingly, including team portal sites, training videos for NIH, reports, and special projects.
Directly supports KM Team Lead by assisting in the delegation of work within the team, tracking cycles and completion of work within the team, and assists in projects with the Team Lead.
Authors and develops content for assigned groups.
Identify opportunities for and creates IT training videos for use in the knowledge base.
Utilizes knowledge reports to monitor user activity.  Review reports to identify and address issues relating to on user search success, failed searches, content gaps, low rated content, and most used resources.
Works with team and engineers to enhance search functionality, user enhancement, and overall performance improvement.
Coordinates content validation review cycles with several teams throughout the NIH. Achieved by collaborating with federal and contract management, service desk agents and staff, and other support teams as needed.
Liaison for the KM team within the NIH community. Attends various organizational and management meetings to gather and provide project and content updates, and training. Represents the Center for Information Technology and the KM team by participating in marketing efforts at events.   
Organizes and aides in outreach, marketing events and material development.
Attends team meetings with multiple groups to represent the team, provide content updates, and garner assistance with content.


QUALIFICATIONS:
Experience & Competencies:
Strong writing skills, converting technical jargon to layman’s terms.
Experience at a help desk, or service desk, call center helpful, not required.
Usage of help desk ticketing tools such as ServiceNow helpful, not required.
Customer focus and ability to evaluate content and see issues “through the eyes” of the customer.
Ability to work independently, creativity, and to be proactive.
Comfort talking to people, leading small training classes, and working with others successfully.
Strong time management skills: Ability to establish timeframes for projects and stay on task.  
Ability to work within a diverse team.
Ability to work across organization boundaries and participate in cross-functional projects.


EDUCATION:
Bachelor’s degree strongly preferred, or equivalent combination of education and relevant experience of over 3 years.

CERTIFICATES & LICENSES REQUIRED: None