Knowledge Management Specialist, Digital Support Operations

About this role

Important Notice for Applicants:
At Bixal, we want to ensure a transparent and secure application process for all candidates. Official communication will come from an email address ending in @bixal.com or from @bixal.na.teamtailor-mail.com. Messages from other sources may be fraudulent, and you should exercise care to avoid any links or attachments included.

Bixal will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

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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:

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

• Collaboration and Transparency: Valuing teamwork and open communication.

• Growth Mindset: Encouraging innovation and continuous improvement.

• 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 professional journey, ensuring your experience reflects our inclusive, purpose-driven culture and prepares you for future success.
Location
This role can work remotely from anywhere in the USA. You must be legally authorized to work in the US. Bixal does not provide visa sponsorship.
Compensation:The salary range for this role is $77,000 – $87,000. In the spirit of transparency, most offers tend to land near the midpoint of the range. We make compensation decisions thoughtfully, considering your experience, the skills you bring, and our commitment to internal equity. Fairness and transparency are core to how we operate.
Responsibilities:
Support & Service Operations

• Provide Tier 2 support for online resources, website/interface issues, and program questions.

• Manage the user request and inquiry queue, including acknowledgment, routing, tracking, and closure.

• Monitor key digital pages, tools, and functions daily and escalate issues.

• Maintain the service outage and interruption notification process and keep support content aligned with active incidents.

Process & Knowledge Management

• Develop and document standardized business processes for staff portals, help desk operations, and user messaging workflows.

• Run and maintain the link-vetting program, including reviews, SOPs, approvals, reporting, and replacement recommendations.

• Train staff to submit, use, and maintain knowledge and content.

Content Quality, Findability & Publishing

• Perform technical editing and proofreading against program standards, AP style, and federal plain-language requirements.

• Coordinate with information architecture and search specialists on metadata, categorization, retrieval, reuse, tracking, and routing.

• Contribute to digital publishing operations, including the editorial calendar, recurring publications/newsletters, subscriptions, and audits.

• Partner with search specialists on staff education around search, findability, and content standards.

Measurement & Continuous Improvement

• Build and maintain the Tier 2 customer support satisfaction dashboard.

• Analyze recurring…