Knowledge Management Specialist, Digital Support Operations

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