Xenith Solutions
Job Description
Xenith Solutions is seeking a detail‑oriented and collaborative
Knowledge Manager / Editor
to support the
Defense Personal Property System (DPS) Technical Support Center (DTSC)
under
U.S. Transportation Command (USTRANSCOM) . The Knowledge Manager / Editor will oversee the governance, accuracy, and publication of technical knowledge assets used by
Tier I and Tier II service desk personnel
supporting the
Defense Personal Property Program (DP3)
systems, including
DPS, eTOPS, and MilMove . This role ensures that all Knowledge Base (KB) articles, SOPs, FAQs, and training materials are accurate, consistent, user‑friendly, and compliant with
DoD standards
for information assurance, Section 508 accessibility, and data handling.
The ideal candidate is a strong communicator and skilled technical writer with experience managing
Knowledge Management (KM)
frameworks within
ITIL or ISO 20000
environments, ensuring continuous improvement and operational excellence in customer support.
Responsibilities
Serve as the Knowledge Manager for DTSC, maintaining the official Knowledge Base (KB) and ensuring compliance with ITIL Knowledge Management processes
Govern the content lifecycle for KB articles—drafting, reviewing, approving, publishing, and archiving materials in coordination with Tier I/II personnel, PMOs, and Functional Service Managers (FSMs)
Conduct quarterly and annual KB reviews, ensuring 100% of KB articles are accurate, current, and validated by subject matter experts
Convert Tier II technical resolutions, agent responses, and SOP changes into customer‑friendly KB articles and self‑service website content
Maintain alignment between KB content, the ServiceNow ticketing system, and the Customer Self‑Service Portal (FAQs, troubleshooting, and how‑to guides)
Perform language, grammar, and format quality control—ensuring consistency, clarity, and technical accuracy across all published materials
Support creation, update, and publication of Standard Operating Procedures (SOPs), ensuring version control and change tracking
Collaborate with the Training Lead to align knowledge updates with training sessions and user guide revisions
Track and report knowledge‑related performance metrics (article utilization, accuracy rate, publication timeliness, redundancy reduction) in the Monthly Status Report (MSR) and Program Management Review (PMR)
Ensure compliance with DoD information security policies, marking guidance, and accessibility requirements (Section 508)
Recommend new knowledge governance policies, templates, or technologies to improve efficiency, traceability, and user experience
Required Qualifications
Active DoD SECRET clearance (or Interim SECRET with ability to maintain)
Bachelor’s degree in Communications, Technical Writing, Information Management, or related field (experience may substitute)
5+ years of experience in technical writing, knowledge management, or documentation roles within a DoD or IT service delivery environment
Demonstrated understanding of ITIL v4 Knowledge Management, Incident/Problem/Change processes, and ISO/IEC 20000-1 principles
Experience developing and maintaining KBs within ServiceNow or similar ITSM platforms
Exceptional writing, editing, and communication skills with the ability to translate technical data into clear and actionable content
Strong understanding of document version control, configuration management, and content publishing workflows
Proficiency with Microsoft Office, SharePoint, and Adobe Acrobat Pro for document management and production
Preferred Qualifications
Security+ CE
HDI Knowledge‑Centered Service (KCS) certification or similar knowledge management credential
Prior experience supporting USTRANSCOM, DP3, or DoD logistics/transportation systems
Familiarity with ServiceNow Knowledge Management modules and self‑service portal configurations
Understanding of NIST SP 800‑53 security control alignment and DFARS 252.204‑7012 data handling requirements
Basic experience with HTML or Markdown for online content formatting
Key Attributes
Highly organized, detail‑oriented, and committed to accuracy and consistency
Able to manage multiple content streams and deadlines in a dynamic, high‑volume environment
Strong collaborator capable of working across technical, functional, and management teams
Proactive problem‑solver who identifies knowledge gaps and develops effective, sustainable solutions
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Information Technology
Industries
Wireless Services, Telecommunications, and Communications Equipment Manufacturing
St Louis, MO $69,300.00-$158,000.00 1 week ago
Referrals increase your chances of interviewing at Xenith Solutions by 2x
#J-18808-Ljbffr
Knowledge Manager / Editor
to support the
Defense Personal Property System (DPS) Technical Support Center (DTSC)
under
U.S. Transportation Command (USTRANSCOM) . The Knowledge Manager / Editor will oversee the governance, accuracy, and publication of technical knowledge assets used by
Tier I and Tier II service desk personnel
supporting the
Defense Personal Property Program (DP3)
systems, including
DPS, eTOPS, and MilMove . This role ensures that all Knowledge Base (KB) articles, SOPs, FAQs, and training materials are accurate, consistent, user‑friendly, and compliant with
DoD standards
for information assurance, Section 508 accessibility, and data handling.
The ideal candidate is a strong communicator and skilled technical writer with experience managing
Knowledge Management (KM)
frameworks within
ITIL or ISO 20000
environments, ensuring continuous improvement and operational excellence in customer support.
Responsibilities
Serve as the Knowledge Manager for DTSC, maintaining the official Knowledge Base (KB) and ensuring compliance with ITIL Knowledge Management processes
Govern the content lifecycle for KB articles—drafting, reviewing, approving, publishing, and archiving materials in coordination with Tier I/II personnel, PMOs, and Functional Service Managers (FSMs)
Conduct quarterly and annual KB reviews, ensuring 100% of KB articles are accurate, current, and validated by subject matter experts
Convert Tier II technical resolutions, agent responses, and SOP changes into customer‑friendly KB articles and self‑service website content
Maintain alignment between KB content, the ServiceNow ticketing system, and the Customer Self‑Service Portal (FAQs, troubleshooting, and how‑to guides)
Perform language, grammar, and format quality control—ensuring consistency, clarity, and technical accuracy across all published materials
Support creation, update, and publication of Standard Operating Procedures (SOPs), ensuring version control and change tracking
Collaborate with the Training Lead to align knowledge updates with training sessions and user guide revisions
Track and report knowledge‑related performance metrics (article utilization, accuracy rate, publication timeliness, redundancy reduction) in the Monthly Status Report (MSR) and Program Management Review (PMR)
Ensure compliance with DoD information security policies, marking guidance, and accessibility requirements (Section 508)
Recommend new knowledge governance policies, templates, or technologies to improve efficiency, traceability, and user experience
Required Qualifications
Active DoD SECRET clearance (or Interim SECRET with ability to maintain)
Bachelor’s degree in Communications, Technical Writing, Information Management, or related field (experience may substitute)
5+ years of experience in technical writing, knowledge management, or documentation roles within a DoD or IT service delivery environment
Demonstrated understanding of ITIL v4 Knowledge Management, Incident/Problem/Change processes, and ISO/IEC 20000-1 principles
Experience developing and maintaining KBs within ServiceNow or similar ITSM platforms
Exceptional writing, editing, and communication skills with the ability to translate technical data into clear and actionable content
Strong understanding of document version control, configuration management, and content publishing workflows
Proficiency with Microsoft Office, SharePoint, and Adobe Acrobat Pro for document management and production
Preferred Qualifications
Security+ CE
HDI Knowledge‑Centered Service (KCS) certification or similar knowledge management credential
Prior experience supporting USTRANSCOM, DP3, or DoD logistics/transportation systems
Familiarity with ServiceNow Knowledge Management modules and self‑service portal configurations
Understanding of NIST SP 800‑53 security control alignment and DFARS 252.204‑7012 data handling requirements
Basic experience with HTML or Markdown for online content formatting
Key Attributes
Highly organized, detail‑oriented, and committed to accuracy and consistency
Able to manage multiple content streams and deadlines in a dynamic, high‑volume environment
Strong collaborator capable of working across technical, functional, and management teams
Proactive problem‑solver who identifies knowledge gaps and develops effective, sustainable solutions
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Information Technology
Industries
Wireless Services, Telecommunications, and Communications Equipment Manufacturing
St Louis, MO $69,300.00-$158,000.00 1 week ago
Referrals increase your chances of interviewing at Xenith Solutions by 2x
#J-18808-Ljbffr