Knowledge Management Specialist, Digital Support Operations

Bixal_Logo_Black_Margin-Tight.png" title="" width="185" height="76">Important Notice for Applicants: At Bixal, we want to ensure a transparent and secure application process for all candidates. Official communication will come from an email address ending in @bixal.com or from @bixal.na.teamtailor-mail.com. Messages from other sources may be fraudulent, and you should exercise care to avoid any links or attachments included. Bixal will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Need Assistance or a Reasonable Accommodation?If you need assistance or a reasonable accommodation to complete your application, we're here to help. Please reach out to us at and let us know how we can support you. You do not need to share personal details or disclose the nature of your request. You can expect a response from a team member within 24 hours during the regular work week and on the next operating day during the weekend or holidays. Why Bixal? Bixal is a consulting company headquartered in Fairfax, VA, working alongside governments and organizations to help them deliver better services and experiences to the communities they serve. Using evidence-based knowledge and technology, Bixal empowers clients to deliver on their missions more effectively by fostering a culture of learning and continuous improvement. Our values: • People-First: Emphasizing the importance of people in all aspects of work. • Collaboration and Transparency: Valuing teamwork and open communication. • Growth Mindset: Encouraging innovation and continuous improvement. • Creating Lasting Impact: Focusing on meaningful outcomes and positive change. About the role: Bixal is seeking a Knowledge Management Specialist, Digital Support Operations to help keep a large public-facing federal digital program running smoothly and well documented. You will provide Tier 2 support across a portfolio of websites and applications, manage the queue where program questions and issues arrive, document the business processes the support operation runs on, and establish the process for communicating with users when a service is disrupted. It suits someone who would rather fix the process that generated fifty tickets than close them one at a time. The program supports a large and diverse community through a broad portfolio of public websites, applications, and learning platforms. When a program question comes in, an interface breaks, or a service goes down, the quality of the response depends on the processes, documentation, and knowledge behind the support operation. This project supports a large-scale outreach and engagement effort, delivering strategic communications, content and creative services, digital strategy, and audience engagement across public-facing websites, applications, and social media platforms. The work is paired with the IT, cybersecurity, and data operations needed to keep that digital presence secure, reliable, and available around the clock. The program's mission is to ensure the intended audience receives timely, accurate, and accessible information about the programs, services, and policies that affect them with content and platforms built to scale, adapt to changing needs, and hold up to federal compliance and security standards. This is a full-time position contingent on contract award by our client, with a defined performance period of one year with two one-year option periods. This role offers you a unique opportunity to make a meaningful impact on a project that aligns with Bixal’s mission of delivering innovative, human-centered solutions. While the role has a fixed duration, we are committed to transparency and collaboration, keeping you informed about contract updates and new opportunities. At Bixal, we support your professional journey, ensuring your experience reflects our inclusive, purpose-driven culture and prepares you for future success. Location This role can work remotely from anywhere in the USA. You must be legally authorized to work in the US.  Bixal does not provide visa sponsorship. Compensation: The salary range for this role is $77,000 – $87,000. In the spirit of transparency, most offers tend to land near the midpoint of the range. We make compensation decisions thoughtfully, considering your experience, the skills you bring, and our commitment to internal equity. Fairness and transparency are core to how we operate. Responsibilities: Support & Service Operations • Provide Tier 2 support for online resources, website/interface issues, and program questions. • Manage the user request and inquiry queue, including acknowledgment, routing, tracking, and closure. • Monitor key digital pages, tools, and functions daily and escalate issues. • Maintain the service outage and interruption notification process and keep support content aligned with active incidents. Process & Knowledge Management • Develop and document standardized business processes for staff portals, help desk operations, and user messaging workflows. • Run and maintain the link-vetting program, including reviews, SOPs, approvals, reporting, and replacement recommendations. • Train staff to submit, use, and maintain knowledge and content. Content Quality, Findability & Publishing • Perform technical editing and proofreading against program standards, AP style, and federal plain-language requirements. • Coordinate with information architecture and search specialists on metadata, categorization, retrieval, reuse, tracking, and routing. • Contribute to digital publishing operations, including the editorial calendar, recurring publications/newsletters, subscriptions, and audits. • Partner with search specialists on staff education around search, findability, and content standards. Measurement & Continuous Improvement • Build and maintain the Tier 2 customer support satisfaction dashboard. • Analyze recurring issues, trends, and topics. • Translate support data into process improvements and self-service content. • Other relevant duties as qualified/trained to perform Qualifications: • Active Secret clearance. An interim Secret is acceptable to start. • Bachelor's degree, or equivalent professional experience. • At least 4 years in knowledge management, technical writing, documentation development, content operations, or customer support operations. • Hands-on experience with an enterprise knowledge base, documentation platform, or content management system. • Experience providing tiered customer or program support, working to defined acknowledgment and routing timeframes with a ticketing or case management system, and familiarity with ITIL practices for knowledge management, incident, problem and change. • Experience documenting business processes and standard operating procedures used by an operational team. • Experience with incident or service-disruption communications — the processes, severity definitions and notice templates that govern how users are told something is broken. • Demonstrated ability to draw knowledge out of subject-matter experts, interviewing program and technical staff and turning what they know into documentation someone else can follow. • Demonstrated ability to translate complex technical or policy material into clear, plain-language content that a non-specialist can act on. Nice to Have Skills and Experience: • ITIL v4 Foundation certification, or willingness to obtain it within 90 days of start. • Experience supporting a federal or DoD program, particularly in outreach, communications, or public-facing digital services. • Strong editing skills — you can take someone else's draft and make it correct, clear and consistent with a style guide, whether AP or a house guide. • Experience turning support or content performance data into reporting that actually changed a process. • Experience with enterprise email or subscription publishing platforms. • Experience developing training materials and delivering workshops to staff audiences. How We Support Our Team: Flex hours 401K with matching incentive Parental Leave Medical/dental/vision benefits Flex Spending Account • Company provided short-term disability and life insurance Commuter benefits Paid Time Off (PTO) 11 Paid holidays Our company is committed to providing equal employment opportunities for all individuals and complies with all applicable federal, state, and local anti-discrimination laws. Employment decisions are based on merit, qualifications, and business needs. Originally posted on Himalayas