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Empower AI
Empower AI
501 – 1.000 Angajați
ApărareAsistență medicalăLogistică
Empower AI dezvoltă soluții de inteligență artificială și tehnologie pentru echipele din sectorul public, cu accent pe misiunile guvernului federal. Cunoscută anterior sub numele de NCI, compania își valorifică expertiza în inteligență artificială, securitate cibernetică, dezvoltare software și migrare în cloud pentru a ajuta agențiile civile și de apărare să abordeze provocări operaționale complexe, să îmbunătățească productivitatea forței de muncă și să ia decizii mai rapide și mai bine fundamentate. Activitatea sa acoperă medii guvernamentale din domenii precum apărarea, sănătatea și logistica.
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Locurile de muncă ale companiei

Senior Knowledge Management Analyst, Empower AI (Hybrid, Virginia)

Lead knowledge strategy, content, and Virtual Agent optimization. Empower AI supports IT transformation and customer service for U.S. government programs.

USStatele Unite ale AmericiiVAVirginia
87.320 $ – 135.160 $ / an
HibridNormă întreagăSeniorLimbă Obligatorie: englezăAnalist de afaceri
ITSMServiceNow

Descriere

  • Create and maintain the Knowledge Management Plan, covering strategy, governance, roles, article standards, taxonomy, and quality assurance.
  • Build and manage searchable public self-service and internal technical knowledge bases.
  • Set the knowledge content strategy for chatbots and Virtual Agents, using intelligent suggestions to increase Tier 0 ticket deflection and meet annual targets.
  • Guide and prioritize knowledge management analysts and technical writers.
  • Coordinate knowledge contributions from service desk, Tier II, engineering, and application teams.
  • Promote knowledge sharing and capture subject matter expertise, best practices, and lessons learned.
  • Set, monitor, and report knowledge management metrics for customer support dashboards and monthly reports.
  • Use data analysis to improve content and make information easier to find.
  • Recommend content, automation integrations, platform improvements, and CX Roadmap updates.
  • Provide knowledge management analytics for the annual KPI/PRS review.
  • Oversee content accuracy, currency, Section 508 accessibility, CUI handling, and retirement.
  • Audit knowledge resources and align practices with ITIL 4 and Knowledge-Centered Service principles.
  • Support enterprise IT customer support services for about 13,000 internal users and external industry partners.

Cerințe

  • Bachelor’s degree and at least 6 years of related experience; alternatively, a master’s degree with 2 years of related experience, or 4 additional years of related experience in place of a degree.
  • U.S. citizenship.
  • Active Secret clearance, favorably adjudicated at T3/T3R, required at start.
  • At least 5 years of knowledge management, content management, or IT service management experience in an enterprise IT support organization.
  • Background developing knowledge strategies, governance frameworks, taxonomies, and quality assurance processes.
  • Experience measuring knowledge management results, including self-service deflection and first-contact resolution.
  • Expertise with an enterprise knowledge management platform such as ServiceNow Knowledge Management.
  • Experience setting content strategy for chatbots or Virtual Agents.
  • Experience leading writers and analysts and coordinating knowledge contributions across technical teams.
  • Experience using usage, search, and feedback data to guide content decisions and reporting.
  • Strong writing, editing, presentation, and stakeholder communication skills.
  • KCS v6 Practices certification, ITIL 4 Managing Professional, or Certified Knowledge Manager (CKM) certification preferred.
  • Experience supporting Department of War, DoD, or other compliance-driven federal IT environments preferred.
  • Experience with ServiceNow Virtual Agent, Now Assist or generative AI knowledge capabilities, and Service Portal knowledge experiences preferred.
  • Experience supporting external customer knowledge bases and public-facing self-service preferred.
  • Familiarity with CSAT, Customer Effort Score, and experience level agreements preferred.
  • Experience with Power BI dashboards and Section 508 accessible content standards preferred.

Beneficii

  • Eligible for remote work.
  • Travel of up to 10%.
  • Support for active-duty and veteran employees.

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