Xenith Solutions is hiring: Knowledge Manager / Editor in Shiloh

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

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