TSS Knowledge Management Specialist Associate

Type of

Requisition :
Regular Clearance Level Must Currently Possess:
None Clearance Level Must Be Able to Obtain:
None Public Trust/Other

Required:

Other Job Family: IT Infrastructure and Operations

Job Qualifications:

Skills:

Communication, Knowledge Management, Researching, Task Management, Technical Writing

Certifications:

None

Experience:

0 + years of related experience US Citizenship

Required:

No

KNOWLEDGE MANAGEMENT SPECIALIST ASSOCIATE Advance how our customers operate while you advance your career. Join GDIT as a Knowledge Management Specialist Associate and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you.

GDIT is your place. Make it your own by discovering new ways to securely and expertly apply the latest technology. Own your opportunity at GDIT and you'll be a meaningful part of improving how agencies operate. Our work depends on a Knowledge Management Specialist Associate joining our team to support Department of Veterans Affairs Enterprise Service Desk activities at our Bossier City, LA facility.

At GDIT, we foster a people-centric environment. As a Knowledge Management Specialist Associate, the work you'll do at GDIT will be impactful to the mission of the VA Enterprise Service Desk.

You will play a crucial role in communicating with VA Subject Matter Experts to develop and write processes to support our agents and customers on the VA ESD:
You will work as a part of a team to support our established process to manage knowledge base for the VA Enterprise Service Desk. You will collaborate with VA Subject Matter Experts, Knowledge Management team members, and other TSS work streams (Operations, Quality, Training) on changes to VA ESD processes/knowledge. You will drive innovation as the VA ESD implements new technologies, and provide input on those processes and how to ensure those are effectively documented.

You will utilize Service Now and Generative AI tools (Claude, Copilot, etc.) to create/analyze content.

• Researching and gathering information for knowledge article content, working with VA Subject Matter Experts (SMEs) through a variety of channels (Teams, Email, Meetings)
• Participating in Process Integration intakes to update knowledge based on new/changing VA ESD processes
• Writing and editing knowledge articles, SOPs, and other technical documentation
• Scheduling and hosting meetings with SMEs and other stakeholders; documenting meeting notes; prepares meeting materials such as slide deck and agenda
• On-site team collaboration, events
• Running and delivering weekly/monthly reports
• Managing tasks; prioritization and time management
• Team collaboration; peer reviews of Knowledge Articles
• Analyzing trends in article usage and service desk contacts to enhance knowledge articles, including reviewing calls to understand pain points or gaps
• Supporting the ESD by taking calls during periods of elevated volume

• Proficient writing and organizational skills
• Proficiency with Microsoft Office
• Time Management
• Bring your technology expertise and drive for innovation to GDIT.

• High School Diploma or Equivalent
• 4 or more years of related experience
• Intermediate to advance technical skills
• Demonstrated proficiency in current role
• Willingness and ability to obtain a US Public Trust designation
• Foundational Knowledge of Technology/Software
• Louisiana Residency; living with a commutable distance (approximately 60 miles) of the Bossier City facility

• Bachelor of Arts/Bachelor of Science
• Quality score 90% or above average over three months for Internal candidates
• Understanding Process…