Analyst​/Technical Writer

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have.

The result is a government workforce that is exponentially more creative and productive. For more information, visit www.

Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Empower AI is seeking a Knowledge Analyst / Technical Writer to create and curate the knowledge assets and program documentation for an enterprise IT Customer Support Services program supporting a Department of War agency with approximately 13,000 users. Within the Knowledge Management program, the analyst analyzes ticket, search, and article-feedback data to identify knowledge gaps; writes and edits public how-to guides, FAQs, troubleshooting articles, and internal technical procedures under the KM governance and quality framework;

contributes Virtual Agent (chatbot) content; and also produces and edits formal program deliverables (Service Management Plan, Quality Control Plan, process documentation, monthly and quarterly reports) in Government-approved formats. The role reports to the Knowledge Management Lead. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

THIS IS A HYBRID ROLE BASED IN QUANTICO, VA (RKB) WITH REMOTE WORK ELIGIBILITY AND UP TO 10% OF TRAVEL INVOLVED.

• Analyze ticket categories, search logs, and article feedback to identify knowledge gaps and prioritize content, and design, write, edit, and publish knowledge articles for the public self-service and internal technical knowledge bases under the KM governance framework and quality assurance procedures.

• Write and refine the knowledge and conversational content that powers the Tier 0 Virtual Agent (chatbot), and tune articles' metadata and keywords so the knowledge base surfaces relevant suggestions during request initiation.

• Write, edit, format, and maintain formal contract deliverables in Government-approved formats (Service Management Plan, Quality Control Plan, process documentation and flow diagrams, Monthly Customer Support Activity Report, Quarterly XLA Performance Report, CX Roadmap, meeting minutes) and manage their review cycles.

• Write, edit, format, and maintain contract deliverables in Government-approved formats, including the Service Management Plan, Quality Control Plan, process documentation and flow diagrams, Monthly Customer Support Activity Report, Monthly Contract Performance Report, Quarterly XLA Performance Report, CX Roadmap, Annual KPI/PRS Review and Recommendation Report, and meeting agendas and minutes.

• Support development and editing of technical and security documentation, including standard operating procedures, build books, RMF artifacts (SSP narratives, POA&M entries), the Supply Chain Risk Management Plan, Digital Twin Evaluation and Implementation Plan, Surge Plans, and the Transition-Out Plan.

• Write and edit knowledge base articles, how-to guides, FAQs, troubleshooting articles, and quick-reference cards for both the public-facing/self-service knowledge base and the internal technical knowledge base, applying the knowledge management style guide and quality standards.

• Draft plain-language, persona-appropriate situational awareness alerts, user notifications, and communications that clearly state impact, required user actions, and expected time to resolution, for Government pre-approval and publication.

• Maintain document templates, style guides, and the deliverables repository; enforce consistent terminology, formatting, Section 508 accessibility, and CUI/Contractor marking requirements across all documents.

• Bachelor's degree and a minimum of 3 years of related experience (an additional 4 years of related…