Senior Knowledge Analyst

Job Description

Description:

NOTE: This opportunity will be forthcoming in Q2 2026. It is open to full-time employment (no C2C or 1099 engagements, please). The candidate MUST be a U.S. Citizen or a Permanent Resident (Green Card Holder). This is a remote opportunity and the candidate MUST reside and have resided in the U.S. for the past 3 years.

Daily Responsibilities

Act as a subject matter expert (SME), delivering high-value insights, research, and analytical support to client-facing service center teams and organization leadership.

Responsible for the development, maintenance, and continuous improvement of both internal and external knowledge bases which are assigned to various lines of business (LOBs) within the service center organization.

Drive intellectual property creation (writing and publishing technical articles, FAQs, troubleshooting guides), manage knowledge assets, and mentor junior staff to improve organizational performance.

Ensure that the agile service delivery team, comprising of Tier 0, Tier 1, SMEs, and Services and Operations Support (SOS) staff, can leverage accurate and up-to-date knowledge to assist clients effectively, while also enabling the client to perform self-service tasks through accessible knowledge resources.

Work with service desk agents and SMEs to document new solutions.

Support the organization by sharing information across the service center and streamlining availability and consolidating knowledge maintained by multiple groups.Requirements:

Must be a U.S. Citizen or Permanent Resident (Green Card Holder).

Must currently reside and have resided in the U.S. for the past 3 years.

Must be able to complete/pass/hold a Federal Public Trust Investigation.

This is a remote opportunity, and the candidate must reside in the United States, preference 8+ years of progressive professional business experience.

5+ years of experience in knowledge management, technical support, and/or content management, preferably at the SME level.

Proficiency in Content Management Systems (CMS), SharePoint, and IT ticketing systems (i.e. ServiceNow, Jira, etc.).

Experience working with or in a federal government environment (i.e. as an employee or contractor).

Experience working in a support or call center environment.

Proven ability to analyze support trends, curate data, and identify improvements to existing solutions.

Strong skills in creating technical guides, articles, and documentation.

Excellent written and verbal communication skills for creating content and collaboration with stakeholders, SMEs, agents, etc.

BS/BA degree in Business, Information Systems, Engineering or related discipline.

Our Comprehensive Benefits Package Includes:

401(k) Retirement Plan (Employer Match)

Health Insurance Plans (Medical, Rx, Dental, and Vision – Open Access)

Long Term and Short-Term Disability (Company Paid Benefit)

Life Insurance (Company Paid Benefit)

Employee Assistance Program (EAP)

Generous Paid Time Off (PTO)

Paid Holidays

Voluntary Life and AD&D Insurance

Discount Programs for Consumer Products and Wellness Services

Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs. The annual salary range for this position is $68,000 - $92,000.

Full-time

Fully remote