Description
Advance how our customers operate while you advance your career. Join GDIT as a Knowledge Management Specialist Associate and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you.
GDIT fosters a people-centric environment. As a Knowledge Management Specialist Associate, the work you’ll do at GDIT will be impactful to the mission of the VA Enterprise Service Desk. You will play a crucial role in communicating with VA Subject Matter Experts to develop and write processes to support our agents and customers on the VA ESD:
- You will work as part of a team to support our established process to manage knowledge base for the VA Enterprise Service Desk.
- You will collaborate with VA Subject Matter Experts, Knowledge Management team members, and other TSS workstreams (Operations, Quality, Training) on changes to VA ESD processes/knowledge.
- You will drive innovation as the VA ESD implements new technologies, and provide input on those processes and how to ensure those are effectively documented
- You will utilise ServiceNow and Generative AI tools (Claude, Copilot, etc.) to create/analyse content
In this role, a typical day will include:
- Researching and gathering information for knowledge article content, working with VA Subject Matter Experts (SMEs) through a variety of channels (Teams, Email, Meetings)
- Participating in Process Integration intakes to update knowledge based on new/changing VA ESD processes
- Writing and editing knowledge articles, SOPs, and other technical documentation
- Scheduling and hosting meetings with SMEs and other stakeholders; documenting meeting notes; prepares meeting materials such as slide deck and agenda
- On-site team collaboration, events
- Running and delivering weekly/monthly reports
- Managing tasks; prioritisation and time management
- Team collaboration; peer reviews of Knowledge Articles
- Analysing trends in article usage and service desk contacts to enhance knowledge articles, including reviewing calls to understand pain points or gaps
- Supporting the ESD by taking calls during periods of elevated volume
The Knowledge Management Specialist Associate MUST have:
- High School Diploma or Equivalent
- 4 or more years of related experience
- Intermediate to advance technical skills
- Demonstrated proficiency in current role
- Willingness and ability to obtain a US Public Trust designation
- Foundational Knowledge of Technology/Software
- Louisiana Residency; living with a commutable distance (approximately 60 miles) of the Bossier City facility
Even better if you also have:
- Bachelor of Arts/Bachelor of Science
- Quality score 90% or above average over three months for Internal candidates
- Understanding Process Flows, Process Development
- Proficiency with Generative AI tools
- Demonstrated experience working on the VA ESDMS service desk
The likely hourly rate for this position is between $21.52 - $29.12. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
GDIT offers a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.