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Knowledge Management & Training Specialist / Journeyman Technical Writer 🔥


Lentech is seeking a Knowledge Management (KM) Specialist to support the Digital Innovation for General Services Administration (GSA) Infrastructure Technologies (DIGIT) task order. The Knowledge Management Specialist implements and coordinates a knowledge management system that increases knowledge sharing, protection, the decision making process, collaboration, and knowledge retrieval. The KM specialist must have a strong personality and passion for Knowledge management. Must be able to interface with both technical teams and consumer teams and be the bridge to ensure accuracy and clarity of all knowledge articles. Must be self-motivated to review, refine, and improve on knowledge articles engaging with technical resources in a collaborative and approachable manner.

As a Knowledge Management Specialist, your primary responsibilities are to develop, refine, and maintain technical documentation, training and knowledge articles, and process activities used to support an organizational strategy to increase knowledge and knowledge sharing. Your role will own the development and implementation of a framework by which organizational knowledge is shared. You will collaborate with end users to assess requirements and identify areas of improvement in the organization's overall knowledge sharing and access. You will establish communication with cross-functional teams across the organization and assure information and documentation is readily accessible. Collaboration with functional teams to develop effective training material in an engaging learning environment for technical and nontechnical users is an essential function of this role.

Job Functions and Responsibilities:

  • Performs as a knowledge practitioner on the use of organizational knowledge management software, tools, and practices.
  • Identifies information assets that are meant to be shared and develops channels for distributing that information internally and/or externally.
  • Encourages the use of formal knowledge-sharing programs and assists users in using knowledge-sharing technology.
  • Meets with the customer, determining improvements and providing updates and communicates improvement initiatives through articles, blogs or whitepapers to communicate changes in knowledge management best practice.
  • Collects and analyzes relevant information regarding knowledge access and sharing.
  • Maintains knowledge management dashboards and initiate improvement actions based on data collection and customer feedback.
  • Manages the knowledge article lifecycle and improvement initiatives in ServiceNow including form and module management, knowledge base management, data tagging, and knowledge optimization and automation.
  • Ensures information is technically accurate and consistently updated.
  • Audits knowledge base for completeness, identifies gaps in shared information, and works with subject matter experts to access or develop missing information.
  • Consults with subject matter experts to define learning objectives and to design appropriate content and training curriculum by applying instructional design theories, practice and methods and creating supporting material or media.
  • Manages the training material lifecycle, creating, updating, and retiring training material in accordance with policies and practices.
  • Performs as a training specialist developing and providing interactive training across a broad spectrum of technical and non technical topics using the latest training development tools to support workshops, and training for new and updated service features and functionality.
  • Publishes articles, blogs, or whitepapers to communicate changes in knowledge management best practices and training tools.
  • Promotes the increased sharing and access of knowledge throughout an organization by creating and supporting organizational initiatives and programs.
  • Performs all other duties as assigned.

Qualifications:

  • Public Trust Clearance
  • ITILv4 Foundation Certification within 6 months
  • Strong research and analysis skills
  • Possesses and applies expertise to fundamental concepts, processes, practices, and procedures on multiple complex work assignments.
  • Assignments may be broad in nature, requiring originality, practical experience, and innovation to determine how to accomplish tasks.
  • Operates with appreciable latitude in developing methodology and presenting solutions to problems.
  • Work is performed remotely under limited supervision as an individual contributor.
  • Contributes to deliverables and performance metrics where applicable.
  • Demonstrated ability to work as part of a team and build collaborative relationships.
  • Demonstrated ability to identify and seek needed information utilizing research skills.
  • Must be willing to work a variety of shifts, including holidays as scheduled.
  • Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.
  • Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments.
  • Possess the ability to handle complex issues and problems and refer only the most complex issues to higher-level staff.
  • Provides leadership, coaching, and/or mentoring to a subordinate group.
  • Familiarity with the following technologies: ServiceNow ITSM – KM Module; Adobe Captive; Camtasia, or equivalent.
  • HDI KCS Foundation or KCS Principles Certification.
  • Security+ certification.

EDUCATION AND EXPERIENCE

  • Bachelor's degree or equivalent.
  • Minimum 3-5 years of related experience.
  • 1-2 years as a helpdesk specialist, system administrator, or other technical role.
  • Direct experience with knowledge management, knowledge-sharing programs, and auditing knowledge base.
  • Direct experience in applying tested instructional design theories, practice and methods.
  • Direct experience creating design theory supporting material and media.
  • Experience supporting industry standard software products.
  • Experience as a remote worker demonstrating time management and self discipline.
PHYSICAL REQUIREMENTS
The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to do the following:
  • As a remote position, personnel are expected to maintain their home workspace in a safe manner, free from safety hazards.
  • Personnel are expected to ensure the protection of proprietary company and customer information accessible from their home office consistent with the company’s expectations of information security.
  • Communicate verbally and respond to verbal communications in person, over the phone or by video chat.
  • Communicate clearly and succinctly in writing, primarily utilizing a keyboard
  • Sitting for long periods
  • Viewing computer screens for long periods of time
  • Travel is not required.

Please send qualified resumes to Lentech Human Resources at recruiting@lentechinc.com or visit our website www.lentechinc.com/join-our-team.

About Lentech
Lentech, Inc. provides technology-enabled IT Solutions and Mission Technical Solutions to civil, defense and intelligence customers. Through our accumulated years of experience, industry expertise, and strategic partnerships, Lentech has built mission-critical solutions for our federal and commercial customers. Lentech’s clients achieve full life-cycle support and cost-effective managed services supporting enterprise computing and applications initiatives for Government agencies. Lentech’s Mission Technical Solutions Division is focused on providing engineering, operations, I&T and technical services to civil and defense customers primarily in the aerospace fields.

Lentech, Inc. is a performance-based company providing employees with challenging and interesting work, competitive pay and benefits, and opportunities to learn and grow. We focus on providing an environment of fun, sharing, collaboration and connection. Our culture is team oriented, non-hierarchical and entrepreneurial. It gives people a chance to participate and be a factor in the company’s growth and success.

Lentech, Inc. is an Equal Employment Opportunity (EEO) employer and considers all qualified applicants for employment without regard to race, color, religion, gender identification, national origin, sexual orientation, age, marital status, disability, protected veteran status, or any other factor prohibited by applicable law. We are proud of the diversity of our staff and seek diversity in our applicants.