Knowledge Management SME

Spatial Front, Inc. (SFI)

Role: Knowledge Management SME

Work Location: Hybrid (on-site in Arlington, VA, as scheduled, with remaining days remote)

The ideal candidate will lead knowledge management practices supporting People Soft HCM help desk operations, with primary focus on collecting, organizing, governing, improving, and publishing operational knowledge within the People Soft CRM platform and related repositories. This role turns tickets, recurring issues, best practices, SOPs, troubleshooting steps, and process guidance into searchable, reusable content that helps Help Desk Associates and other stakeholders resolve issues faster and more consistently.

• Lead knowledge management activities supporting Tier 2 help desk operations for People Soft HCM applications, with emphasis on building, maintaining, and improving support knowledge within People Soft CRM and related repositories.
• Capture knowledge from incidents, service requests, ticket trends, known errors, workarounds, repeat resolutions, release activities, and operational support processes, and convert that information into structured, reusable content.
• Develop, edit, organize, and govern knowledge articles, SOPs, runbooks, FAQs, decision trees, troubleshooting guides, job aids, resolution scripts, and reference content for help desk associates and other operational users.
• Establish and maintain knowledge standards for article quality, format, metadata, taxonomy, categorization, versioning, approval workflows, review cycles, retirement, and archival to ensure content remains accurate and easy to find.
• Apply industry best practices such as Knowledge‑Centered Service (KCS), continuous improvement, and feedback‑driven content refinement to increase knowledge reuse, reduce duplicate effort, and improve ticket resolution outcomes.
• Use People Soft CRM to analyze tickets, case notes, resolution patterns, backlog trends, and support drivers in order to identify knowledge gaps, high‑volume issues, and opportunities for targeted content development.
• Partner with Help Desk Associates, functional analysts, developers, testers, trainers, and business stakeholders to validate content accuracy, capture lessons learned, and ensure knowledge reflects actual support and business processes.
• Create content that supports both analyst‑assisted resolution and end‑user self‑service, including searchable articles, guided instructions, embedded knowledge links, quick‑reference materials, and standardized troubleshooting steps.
• Support onboarding and ongoing enablement for help desk personnel by ensuring knowledge assets are easy to consume, operationally relevant, and aligned with standard support workflows, escalation paths, and service expectations.
• Define and track knowledge management metrics such as article usage, search success, content freshness, reuse rates, ticket deflection indicators, first‑contact resolution support, and recurring issue coverage.
• Coordinate knowledge updates for releases, patches, enhancements, process changes, and production issues so that support documentation stays synchronized with the People Soft HCM and People Soft CRM environment.
• Provide support for digital adoption activities and DAP platforms by helping define and maintain contextual guidance, knowledge links, embedded support prompts, or digital adoption content using Oracle Guided Learning (OGL), Walk Me, Whatfix, or similar tools when appropriate.
• Promote governance and compliance by maintaining documentation discipline, audit readiness, review traceability, and controlled publishing practices in accordance with program and organizational requirements.
• Other duties as assigned.

• Bachelor’s degree in Information Systems, Computer Science, Business, Communications, Library and Information Science, or a related field; equivalent relevant experience may be considered.
• 5+ years of experience in knowledge management, help desk, service desk, application support, training enablement, or operational documentation for enterprise systems.
• Hands‑on experience creating, organizing, and maintaining structured support content such as knowledge articles, SOPs,…