Knowledge Management SME

About the role

Spatial Front, Inc. (SFI), a two-time USAToday Top Workplaces awardee and Washington Top Workplaces honoree, is seeking a professional, organized, and customer-service oriented Knowledge Management SME to support front desk operations and daily office administration.

Key Responsibilities

• Lead knowledge management activities supporting Tier 2 help desk operations for PeopleSoft HCM applications, with emphasis on building, maintaining, and improving support knowledge within PeopleSoft CRM and related knowledge repositories.
• Capture knowledge from incidents, service requests, ticket trends, known errors, workarounds, repeat resolutions, release activities, and operational support processes, and convert that information into structured, reusable content.
• Develop, edit, organize, and govern knowledge articles, SOPs, runbooks, FAQs, decision trees, troubleshooting guides, job aids, resolution scripts, and reference content for help desk associates and other operational users.
• Establish and maintain knowledge standards for article quality, format, metadata, taxonomy, categorization, versioning, approval workflows, review cycles, retirement, and archival to ensure content remains accurate and easy to find.
• Apply industry best practices such as Knowledge-Centered Service (KCS), continuous improvement, and feedback-driven content refinement to increase knowledge reuse, reduce duplicate effort, and improve ticket resolution outcomes.
• Use PeopleSoft CRM to analyze tickets, case notes, resolution patterns, backlog trends, and support drivers in order to identify knowledge gaps, high-volume issues, and opportunities for targeted content development.
• Partner with Help Desk Associates, functional analysts, developers, testers, trainers, and business stakeholders to validate content accuracy, capture lessons learned, and ensure knowledge reflects actual support and business processes.
• Create content that supports both analyst-assisted resolution and end-user self-service, including searchable articles, guided instructions, embedded knowledge links, quick-reference materials, and standardized troubleshooting steps.
• Support onboarding and ongoing enablement for help desk personnel by ensuring knowledge assets are easy to consume, operationally relevant, and aligned with standard support workflows, escalation paths, and service expectations.
• Define and track knowledge management metrics such as article usage, search success, content freshness, reuse rates, ticket deflection indicators, first-contact resolution support, and recurring issue coverage.
• Career growth and development opportunities are available.

Qualifications

• Bachelor's degree in Information Systems, Computer Science, Business, Communications, Library and Information Science, or a related field; equivalent relevant experience may be considered.
• 5+ years of experience in knowledge management, help desk, service desk, application support, training enablement, or operational documentation for enterprise systems.
• Hands-on experience creating, organizing, and maintaining structured support content such as knowledge articles, SOPs, FAQs, troubleshooting guides, job aids, or runbooks in a service management or case management environment.
• Experience using PeopleSoft CRM or a similar enterprise ticketing/case management platform to capture, analyze, and improve support knowledge; PeopleSoft HCM support experience is strongly preferred.
• Strong understanding of knowledge lifecycle management, taxonomy, metadata, searchability, content governance, review workflows, and continuous content improvement practices.
• Ability to analyze tickets, support trends, and operational data to identify recurring issues, knowledge gaps, and opportunities to improve resolution consistency and support efficiency.
• Strong written and verbal communication skills, with the ability to translate technical or functional information into clear, practical, user-oriented guidance.
• Experience collaborating across help desk, functional, technical, testing, training, and business teams to validate content and drive adoption of knowledge practices.
• Must be a U.S. Citizen.
• Must possess an active Secret security clearance or be able to obtain one.