Knowledge Management Specialist, Digital Support Operations

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Why Bixal ?

Bixal is a consulting company headquartered in Fairfax, VA, working alongside governments and organizations to help them deliver better services and experiences to the communities they serve. Using evidence-based knowledge and technology, Bixal empowers clients to deliver on their missions more effectively by fostering a culture of learning and continuous improvement.
Our values:

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People-First : Emphasizing the importance of people in all aspects of work.

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Collaboration and Transparency : Valuing teamwork and open communication.

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Growth Mindset : Encouraging innovation and continuous improvement.

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Creating Lasting Impact : Focusing on meaningful outcomes and positive change.

About the role:

Bixal is seeking a Knowledge Management Specialist, Digital Support Operations to help keep a large public-facing federal digital program running smoothly and well documented. You will provide Tier 2 support across a portfolio of websites and applications, manage the queue where program questions and issues arrive, document the business processes the support operation runs on, and establish the process for communicating with users when a service is disrupted. It suits someone who would rather fix the process that generated fifty tickets than close them one at a time.

The program supports a large and diverse community through a broad portfolio of public websites, applications, and learning platforms. When a program question comes in, an interface breaks, or a service goes down, the quality of the response depends on the processes, documentation, and knowledge behind the support operation.

This project supports a large-scale outreach and engagement effort, delivering strategic communications, content and creative services, digital strategy, and audience engagement across public-facing websites, applications, and social media platforms. The work is paired with the IT, cybersecurity, and data operations needed to keep that digital presence secure, reliable, and available around the clock. The program's mission is to ensure the intended audience receives timely, accurate, and accessible information about the programs, services, and policies that affect them with content and platforms built to scale, adapt to changing needs, and hold up to federal compliance and security standards.

This is a full-time position contingent on contract award by our client, with a defined performance period of one year with two one-year option periods. This role offers you a unique opportunity to make a meaningful impact on a project that aligns with Bixal ’s mission of delivering innovative, human-centered solutions. While the role has a fixed duration, we are committed to transparency and collaboration, keeping you informed about contract updates and new opportunities. At Bixal , we support your pro