Service Center Article and Rep

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Professional Albuquerque, NM, US

3 days ago Requisition

Salary Range: $55,000.00 To $58,000.00 Annually

Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, is seeking an experienced Service Center KBA & Reporting Lead to support enterprise IT Service Center operations through knowledge management, technical documentation, performance reporting, and data analysis.

The Service Center KBA & Reporting Lead is responsible for developing, maintaining, and improving Knowledge Base Articles (KBAs), standard operating procedures (SOPs), and technical support documentation. This position also develops customized reports and dashboards, analyzes key performance indicators (KPIs), and provides actionable insights to support operational efficiency, customer satisfaction, and continuous service improvement.

Working closely with Service Center leadership, Federal Functional Leads, technical support teams, and other stakeholders, the Service Center KBA & Reporting Lead supports knowledge management initiatives, evaluates service delivery performance, and identifies opportunities to improve technical support processes and operational effectiveness.

The successful candidate must demonstrate strong technical writing, analytical, reporting, and communication skills, along with the ability to work independently in a fast-paced federal IT environment. All work must comply with applicable federal cybersecurity requirements, organizational IT policies, and established contractual performance standards.

Knowledge Management and Technical Documentation

Develop, review, maintain, and continuously improve Knowledge Base Articles (KBAs) supporting Service Center operations and technical support activities.

Create and maintain technical documentation, support models, troubleshooting guides, standard operating procedures (SOPs), and operational workflows.

Document recurring customer support issues, technical resolutions, and internal Service Center processes using approved knowledge management systems.

Collaborate with technical support teams and subject matter experts to collect, validate, and document technical information.

Ensure KBAs and technical documentation are accurate, consistent, current, and accessible to authorized personnel.

Establish and maintain documentation standards, templates, and knowledge management practices.

Review existing knowledge resources to identify outdated information, documentation gaps, and opportunities for improvement.

Support knowledge-sharing initiatives to improve technical support consistency, incident resolution, and Service Center efficiency.

Reporting and Data Analysis

Design, develop, and maintain customized reports, dashboards, and performance tracking tools supporting Service Center operations.

Collect, analyze, and interpret operational data from IT service management systems, ticketing platforms, and other approved data sources.

Monitor and report on Service Center KPIs, including:

Incident and service request volumes.

Average response and resolution times.

Ticket escalation and backlog trends.

Utilize Microsoft Power BI, Microsoft Excel, and other approved reporting tools to develop data visualizations and operational performance reports.

Analyze historical and current performance data to identify trends, recurring issues, and opportunities for service improvement.

Ensure reporting accuracy, data integrity, and consistency across operational dashboards and management reports.

Prepare recurring and ad hoc reports to support federal leadership, Service Center management, and contractual reporting requirements.

Translate technical and operational data into clear, actionable recommendations for leadership decision-making.

Operational Performance and Continuous Improvement

Evaluate Service Center support models, operational workflows, and incident management processes to identify opportunities for improvement.

Analyze incident trends, recurring technical issues, and service delivery performance to recommend corrective actions.

Support continuous improvement initiatives designed to enhance customer satisfaction, operational efficiency, and technical support effectiveness.

Identify process inefficiencies and recommend improvements to knowledge management, reporting, and service…