USPTO | Knowledge Manager | Service Desk Support | On-Site

Fully Remote Remote

Full-time

Description

Ares Enterprise is seeking a Knowledge Manager to develop, maintain, and enhance IT knowledge resources, technical documentation, customer self-service content, and organizational communications supporting USPTO enterprise systems and services.

This role ensures that accurate, accessible, and AI-optimized knowledge content is available to IT support personnel and end users through the Service Management Platform (SMP/CIP), SharePoint, and other approved knowledge repositories.

The technical writer collaborates with Service Desk Operations, Product Owners, Transition Teams, Technical Support Staff, and stakeholders to create and maintain knowledge articles, user guides, service documentation, and IT communications that improve service delivery, support self-resolution, and enhance the customer experience.

Requirements

• Develop, update, review, and retire Knowledge Articles (KAs) supporting enterprise applications, infrastructure services, and end-user technologies.
• Maintain all knowledge content within approved Service Management Platform (SMP/CIP) environments.
• Ensure knowledge assets follow Knowledge Management policies, procedures, and established governance standards.
• Apply knowledge management best practices to improve article quality, usability, searchability, and AI-assisted self-service outcomes.
• Utilize approved AI-assisted tools to create, revise, summarize, and enhance knowledge content and communications.
• Coordinate article review and approval workflows with designated Government stakeholders prior to publication or retirement.
• Conduct periodic audits and reviews of knowledge articles to ensure continued accuracy and relevance.
• Produce documentation for Commercial-Off-The-Shelf (COTS) software, government-developed applications, and OCIO services.
• Support implementation and transition activities by ensuring accurate technical documentation exists for new and enhanced products.
• Develop and maintain procedural documentation required to meet operational support requirements and Service Level Agreements (SLAs).
• Support messaging related to outages, incidents, planned maintenance, and service disruptions.
• Monitor designated communication channels, service mailboxes, and service management systems to ensure timely dissemination of information.
• Draft, edit, review, and publish customer-facing and internal communications.
• Review Incident, Problem, and Service Request records to identify documentation gaps and opportunities for knowledge improvement.
• Analyze support trends and recurring issues to recommend new knowledge content.
• Participate in continuous service improvement initiatives by identifying opportunities to automate, streamline, or enhance knowledge management processes.
• Partner with stakeholders to implement emerging technologies, including AI-enabled knowledge search, article generation, case summarization, and virtual agent capabilities.

• Incident, Problem, Change, and Service Request processes.
• Technical writing standards and documentation best practices.
• Customer service and support processes.
• Content governance and records management principles.

• Technical writing and editing.
• Knowledge article creation and lifecycle management.
• Content organization and information architecture.
• Written and verbal communication.
• Research and analytical problem-solving.
• Microsoft 365 Suite (Word, Excel, PowerPoint, Teams, SharePoint).
• AI-assisted content generation and knowledge management tools.

• Translate technical concepts into user-friendly documentation.
• Manage multiple priorities in a dynamic operational environment.
• Collaborate effectively across technical and business teams.
• Support emergency communications and…