TSS Knowledge Management Specialist Associate

General Dynamics
United States
Workplace: OnsiteFull timeUSD 21.52 - 29.12 hourlyFunction: Content & Editorial (Writing/Editing)Experience: 4+ yearsEducation: high_schoolSkills: ["Communication","Knowledge management","Researching","Task management","Technical writing"]

Support Department of Veterans Affairs Enterprise Service Desk knowledge management by researching, gathering, and writing/updating knowledge articles, SOPs, and technical documentation. Collaborate with VA subject matter experts and internal teams to integrate process changes, host meetings, and maintain a service desk knowledge base. Use ServiceNow and generative AI tools to create and analyze content, review article usage trends, and help ensure knowledge improves agent and customer outcomes.

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General Dynamics
General Dynamics
14 hours ago

TSS Knowledge Management Specialist Associate

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Last checked: 14 hours agoStatus: Live

Job Summary

Support Department of Veterans Affairs Enterprise Service Desk knowledge management by researching, gathering, and writing/updating knowledge articles, SOPs, and technical documentation. Collaborate with VA subject matter experts and internal teams to integrate process changes, host meetings, and maintain a service desk knowledge base. Use ServiceNow and generative AI tools to create and analyze content, review article usage trends, and help ensure knowledge improves agent and customer outcomes.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Content & Editorial (Writing/Editing)
Seniority: Mid level

Key Responsibilities

  • •Research, gather information, and write/edit knowledge article content with VA subject matter experts
  • •Maintain the VA Enterprise Service Desk knowledge base and update it via process integration intakes
  • •Collaborate with SMEs and other workstreams to document changes to ESD processes and knowledge
  • •Utilize ServiceNow and generative AI tools to create and analyze knowledge content
  • •Analyze knowledge and service desk trends, review calls for pain points, and provide weekly/monthly reporting
Travel: Low travel

Pay and Benefits

Salary: USD 21.52 - 29.12 hourly
Perks:Health InsuranceDentalVision401kPaid LeavePaid Parental

Key Requirements

  • •High School Diploma or equivalent and 4 or more years of related experience
  • •Intermediate to advanced technical skills and demonstrated proficiency in the role
  • •Proficient writing and organizational skills
  • •Proficiency with Microsoft Office
  • •Time management and willingness/ability to obtain a US Public Trust designation
Experience:4+ years
Education:High School
Skills:CommunicationKnowledge managementResearchingTask managementTechnical writing
Tech Stack:ServiceNowClaudeCopilotMicrosoft OfficeTeams

Eligibility

Work Authorization:Sponsorship available.
Security Clearance:US Public Trust

Company Brief

General Dynamics
Provides IT, systems engineering, cybersecurity, cloud, and mission support services to U.S. federal civilian and defense agencies, delivering large-scale technology solutions and managed services for national security and government operations.
Industry: Defense Technology
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Tysons / Fairfax, United States
WebsiteLinkedIn