Knowledge Analyst / Technical Writer

Summary

Empower AI provides AI solutions for government and supports complex federal agency missions. The Knowledge Analyst / Technical Writer will analyze knowledge data, create and maintain technical and self-service content, develop chatbot content, and produce formal government program deliverables for an enterprise IT customer support services program.

Responsibilities

• 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

Skills

• Bachelor's degree and a minimum of 3 years of related experience (an additional 4 years of related experience may be substituted for the degree)
• Must be a U.S. Citizen
• Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start
• Must be willing and able to obtain Top Secret eligibility after start, if required by mission needs
• Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting
• Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision
• Minimum of 3 years of experience as a technical writer or documentation specialist supporting IT programs, preferably Government contracts with formal deliverables
• Expert proficiency in Microsoft Word, PowerPoint, Excel, Visio, and SharePoint, including templates, styles, and document automation; experience with Adobe Acrobat
• Demonstrated ability to write clear, concise, plain-language content for technical and non-technical audiences and to edit the work of others
• Experience producing documents that meet Section 508 accessibility and Government formatting and marking requirements (e.g., CUI)
• Strong organizational skills and experience managing deliverable schedules and review cycles
• Ability to quickly learn IT service management, cybersecurity, and enterprise IT concepts and terminology
• Society for Technical Communication certification, ITIL 4 Foundation, or Knowledge-Centered Service (KCS) certification
• Experience writing knowledge articles in ServiceNow Knowledge Management and content for Virtual Agent/chatbots
• Experience supporting Department of War (DoW), DoD, or other compliance-driven Federal IT programs and CDRL-based deliverables
• Experience supporting RMF documentation (SSP, POA&M) in eMASS
• Experience with Adobe Creative Suite, Markdown/structured authoring, or content management systems
• Familiarity with Power BI report narratives and data presentation

Qualifications

Must Haves

• Bachelor's degree and a minimum of 3 years of related experience (an additional 4 years of related experience may be substituted for the degree)
• Must be a U.S. Citizen
• Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start
• Must be willing and able to obtain Top Secret eligibility after start, if required by mission needs
• Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting
• Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision
• Minimum of 3 years of experience as a technical writer or documentation specialist supporting IT programs, preferably Government contracts with formal deliverables
• Expert proficiency in Microsoft Word, PowerPoint, Excel, Visio, and SharePoint, including templates, styles, and document automation; experience with Adobe Acrobat
• Demonstrated ability to write clear, concise, plain-language content for technical and non-technical audiences and to edit the work of others
• Experience producing documents that meet Section 508 accessibility and Government formatting and marking requirements (e.g., CUI)
• Strong organizational skills and experience managing deliverable schedules and review cycles
• Ability to quickly learn IT service management, cybersecurity, and enterprise IT concepts and terminology

Nice to Haves

• Society for Technical Communication certification, ITIL 4 Foundation, or Knowledge-Centered Service (KCS) certification
• Experience writing knowledge articles in ServiceNow Knowledge Management and content for Virtual Agent/chatbots
• Experience supporting Department of War (DoW), DoD, or other compliance-driven Federal IT programs and CDRL-based deliverables
• Experience supporting RMF documentation (SSP, POA&M) in eMASS
• Experience with Adobe Creative Suite, Markdown/structured authoring, or content management systems
• Familiarity with Power BI report narratives and data presentation

Benefits

• Hybrid role based in Quantico, VA (RKB) with remote work eligibility