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

Summary

Ares Enterprise is a provider supporting critical government missions and enterprise technology initiatives. The company is seeking a Knowledge Manager to develop, maintain, and enhance IT knowledge resources, technical documentation, self-service content, and communications for USPTO enterprise systems and services. The role collaborates with service desk, technical, product, transition, and government stakeholders to improve service delivery and customer self-resolution.

Responsibilities

• 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
• Participate in on-call rotations and emergency support activities
• Support after-hours communications related to incidents, outages, and system availability
• Respond to emergency notifications and communication requirements within established service timelines
• Assist with call tree activation and coordination activities during significant service disruptions
• Provide remote or onsite support, as required, during non-business hours

Skills

• IT Service Management (ITSM) principles
• Knowledge Management lifecycle methodologies
• 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
• Process documentation development
• 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
• Maintain accuracy under tight deadlines
• Support emergency communications and operational response activities
• Work independently with minimal supervision
• Bachelor's degree in Information Technology, Computer Science, Communications, English, Technical Writing, Information Management, or related field
• ITIL Foundation Certification or higher
• Knowledge-Centered Service (KCS) Certification
• Technical Writing Certification
• ServiceNow Knowledge Management experience
• SharePoint Administration or Content Management experience
• Experience supporting Federal Government IT environments
• Experience with AI-powered knowledge management platforms, virtual agents, and content automation tools
• Experience supporting major incident communications and operational command center activities
• 3-5 years of experience supporting IT service management, knowledge management, technical writing, customer support, or service desk operations
• Experience developing technical documentation and user-facing knowledge articles
• Experience working within IT Service Management (ITSM) environments
• Experience supporting enterprise knowledge bases and content management systems
• Experience using SharePoint or similar collaboration platforms

Qualifications

Must Haves

• IT Service Management (ITSM) principles
• Knowledge Management lifecycle methodologies
• 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
• Process documentation development
• 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
• Maintain accuracy under tight deadlines
• Support emergency communications and operational response activities
• Work independently with minimal supervision
• Bachelor's degree in Information Technology, Computer Science, Communications, English, Technical Writing, Information Management, or related field

Nice to Haves

• ITIL Foundation Certification or higher
• Knowledge-Centered Service (KCS) Certification
• Technical Writing Certification
• ServiceNow Knowledge Management experience
• SharePoint Administration or Content Management experience
• Experience supporting Federal Government IT environments
• Experience with AI-powered knowledge management platforms, virtual agents, and content automation tools
• Experience supporting major incident communications and operational command center activities
• 3-5 years of experience supporting IT service management, knowledge management, technical writing, customer support, or service desk operations
• Experience developing technical documentation and user-facing knowledge articles
• Experience working within IT Service Management (ITSM) environments
• Experience supporting enterprise knowledge bases and content management systems
• Experience using SharePoint or similar collaboration platforms