{"id":2932623,"url":"https://alion.io/job/empower-ai-senior-knowledge-management-analyst","title":"SENIOR KNOWLEDGE MANAGEMENT ANALYST","company":{"id":21818,"name":"Empower AI","domain":"empower.ai","url":"https://alion.io/company/empower-ai","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Analytics","role_family":"Analytics","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":82000,"max_usd":157000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1877},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Power BI","optional":true}],"status":"live","first_seen_at":"2026-10-20T15:02:54Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-21T12:32:54Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Overview\nEmpower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.\nEmpower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.\nResponsibilities\nDescription\nEmpower AI is seeking a Senior Knowledge Management Analyst to develop and manage the comprehensive Knowledge Management program for an enterprise IT Customer Support Services program supporting a Department of War agency with approximately 13,000 internal users and external industry partners. The Analyst supports the development and execution of the KM Plan (strategy, governance framework, and quality assurance procedures), the centralized knowledge repository, the public and technical knowledge bases, and the knowledge content that powers Tier 0 AI self-service, and is accountable for meeting the annual Year-Over-Year Ticket Deflection target and improving First Contact Resolution. The role supports knowledge management analysts and technical writers, fosters a knowledge-sharing culture across all support teams, and integrates KM with the CX Roadmap, the Service Portal, and the Virtual Agent. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.\nTHIS IS A HYBRID ROLE BASED IN QUANTICO, VA (RKB) WITH REMOTE WORK ELIGIBILITY AND UP TO 10% OF TRAVEL INVOLVED.\nJOB DUTIES:\nDevelop, deliver, and maintain the Knowledge Management Plan, including strategy, governance framework, roles, article lifecycle standards, taxonomy, and quality assurance procedures, and incorporate it into the overall Service Management Plan following acceptance.\nEstablish and manage the centralized, searchable knowledge repository, the public-facing self-service knowledge base, and the internal technical knowledge base, ensuring content is high-quality, accurate, current, accessible, and easy to find.\nOwn the strategy for chatbot / Virtual Agent knowledge content and intelligent content suggestions during request initiation, partnering with the Automation Engineer and UX Designer to maximize Tier 0 ticket deflection and meet the annual Year-Over-Year Ticket Deflection target.\nLead, coach, and prioritize the work of knowledge management analysts and technical writers, and drive knowledge contribution from service desk, Tier II, engineering, and application teams through integrated workflows, coaching, and recognition.\nFoster a culture of knowledge sharing across all support teams, ensuring tacit knowledge from subject matter experts is captured and best practices and lessons learned from complex incidents are documented and available to the entire support organization.\nDefine, track, and report KM performance metrics (article usage, ratings, search success, deflection and FCR contribution, knowledge base health) for the Customer Support Metrics Dashboard and Monthly Customer Support Activity Report, and analyze data to continuously improve content and findability.\nContribute KM-driven recommendations for new content, automation integrations, and platform improvements to the CX Roadmap, and support the Annual KPI/PRS Review with KM analytics.\nGovern content quality, currency, Section 508 accessibility, CUI handling, and retirement; conduct periodic knowledge audits; and align KM practices with ITIL 4 and Knowledge-Centered Service principles.\nQualifications\nREQUIREMENTS:\nBachelor's degree and a minimum of 6 years of related experience (a Master's degree with 2 years of related experience, or an additional 4 years of related experience in lieu of a degree, may be substituted).\nMust be a U.S. Citizen.\nMust have an Active Secret Clearance (favorably adjudicated T3/T3R) to start.\nDemonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.\nMinimum of 5 years of experience in knowledge management, content management, or IT service management, for an enterprise IT support organization.\nDemonstrated experience developing KM strategy, governance frameworks, taxonomies, and quality assurance processes, and measuring KM impact on self-service deflection and first-contact resolution.\nExpert experience with an enterprise knowledge management platform (e.g., ServiceNow Knowledge Management) and with chatbot / Virtual Agent content strategy.\nExperience leading writers and analysts and driving knowledge contribution across technical teams.\nStrong analytical skills with experience using usage, search, and feedback data to drive content decisions and reporting.\nExcellent writing, editing, presentation, and stakeholder communication skills.\nDESIRED SKILLS:\nKnowledge-Centered Service (KCS) v6 Practices certification; ITIL 4 Managing Professional; Certified Knowledge Manager (CKM).\nExperience supporting Department of War (DoW), DoD, or other compliance-driven Federal IT environments.\nExperience with ServiceNow Virtual Agent, Now Assist / generative AI knowledge capabilities, and Service Portal knowledge experiences.\nExperience supporting external customer knowledge bases and public-facing self-service.\nFamiliarity with customer experience (CX) measurement, including CSAT, Customer Effort Score (CES), and experience level agreements (XLAs).\nExperience with Power BI dashboards for KM analytics and with Section 508 accessible content standards.\nAbout Empower AI\nAll hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.\nIf hired for this position, the base salary range would be within the range provided. The base salary range represents the anticipated low and high end of the salary range for this position. Actual salaries may vary based on various factors including but not limited to work location, skills, experience, gov con contractual requirements, and performance. The range listed is just one component of Empower AI's total compensation package for employees.\nPay Band Min\nUSD $87,320.00/Yr.Pay Band Max\nUSD $135,160.00/Yr.","description_format":"text","description_chars":7143,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":true,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital Government","IT Consulting & Digital Transformation","AI Consulting & Integration"],"lifecycle":[{"event":"open","at":"2026-10-20T15:02:54Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":9,"reasons":["conf:2","velocity","win:early","comp:brand"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/empower-ai-senior-knowledge-management-analyst","json_url":"https://alion.io/job/empower-ai-senior-knowledge-management-analyst.json","meta":{"generated_at":"2026-10-21T13:34:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19241,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":21818},"rest":"https://alion.io/mcp/rest/get_company?id=21818"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fempower-ai-senior-knowledge-management-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fempower-ai-senior-knowledge-management-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fempower-ai-senior-knowledge-management-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/empower-ai-senior-knowledge-management-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fempower-ai-senior-knowledge-management-analyst"}]}