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Technical Specialist - Knowledge Management

The Knowledge Management Team (KMT) and Team Lead aims to gather, analyze, store and share knowledge and information within an organization. The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge. The Service Desk (SD) support tiers are required to use Knowledge Base Articles (KBAs) in order to quickly find solutions, facilitate first contact resolutions, and perform proper escalations. The KMT works closely with the Service Desk Transition Support Team to develop and review knowledge based articles as new knowledge is harvested from a broad range of sources, such as developers, Subject Matter Experts (SMEs), Technical Leads, Service Desk Analyst's and APR team members. The Team Lead will provide supervisory leadership over the team members.
Provides oversight of Customer IT Support Knowledge Base and general maintenance of Knowledge Base content.
Supervise KM Team and delegated authoring, development, and reporting tasks to ensure proficiency in all KM-related disciplines across the team.
Interview candidates and make final hiring decisions for the KM Team.
Represent KM Team in meetings with contract management and high-level government contacts to assist in the development and direction of Knowledge Management initiatives.
Manages metrics tracking reports to provide quantitative assessments of article contribution and usage by all analysts across the contract on a daily, weekly, and monthly basis.
Participate in Remedy 7.6 Knowledge Management training course and provided hands-on training classes to all new service desk analysts.
Document KM-related standard operating procedures for inclusion in the Service Catalog and other related ITIL data stores. Work with Remedy support contractors to quickly investigate, troubleshoot, and resolve issues impacting Remedy KM production.
Produce reports detailing KM trends related to various proprietary applications in aid of assisting software developers with debugging future releases.
Consult with quality assurance liaisons to ensure accuracy of customer quality service reports.
Initiates meetings with developers and subject matter experts to implement improved knowledge-sharing processes.

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