Knowledge Management Specialist, Service Delivery

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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, Service Delivery to build and run the knowledge layer behind a large-scale federal support program serving a diverse community of users.

In your first 90 days, you will stand up the program’s Tier 0 self-service knowledge base for both external users and internal staff. From there, you will manage the article lifecycle that keeps the knowledge base accurate, useful, and trustworthy, while developing the operating documentation that supports Tier 1 through Tier 3 help desk operations. This role suits someone who sees a knowledge base as a product with users, not simply a repository of documents.

Hundreds of thousands of people rely on the program’s digital services and resources each year. When someone gets stuck, the difference between answering their own question in thirty seconds and waiting for support often comes down to the quality of the knowledge layer behind the help desk.

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 n