Knowledge Management Specialist

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efcient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

DMI is seeking a Knowledge Management Specialist to support our Contact Center and Managed Services organization. This role is responsible for designing, maintaining, and optimizing knowledge articles and documentation to enable exceptional customer service and efficient agent resolution. The ideal candidate is highly organized, process-oriented, and passionate about continuous improvement in knowledge delivery.

You will collaborate with agents, team leads, platform specialists, and service delivery teams to ensure that our Knowledge Base (KB) is accurate, accessible, and aligned with operational goals, SLAs, and customer satisfaction outcomes.

DMI is a global leader in digital transformation and managed mobility services. As part of our contact center organization, you'll be instrumental in delivering clear, efficient, and scalable support to our clients and their end-users. You'll have the opportunity to shape how we deliver knowledge across the enterprise while working in an environment that values innovation, quality, and the employee experience.

Duties and Responsibilities:

Develop, write, and maintain knowledge articles, SOPs, workflows, FAQs, and how-to content for the Contact Center Knowledge Base (e.g., ServiceNow or equivalent platform).
• Own the knowledge lifecycle: draft, review, publish, update, and retire articles based on feedback and usage metrics.
• Partner with Subject Matter Experts (SMEs), team leads, and service delivery managers to gather accurate information and validate documentation.
• Ensure knowledge is easily searchable, standardized, and tagged for optimal accessibility and usage by frontline agents.
• Monitor ticket trends, agent escalations, and error reports to identify and close knowledge gaps proactively.
• Support onboarding and training initiatives by aligning knowledge articles with training modules and quick-reference guides.
• Drive knowledge quality through regular audits, usability reviews, and agent feedback loops.
• Analyze usage and effectiveness data; generate reports to drive decisions around content health and areas for improvement.
• Serve as platform administrator for the knowledge portal and act as liaison with platform support teams for improvements, automation, or AI integration.
• Enforce style guides, formatting, and taxonomy standards across all content.

Education and Years of Experience:

• 2+ years in a contact center, managed services, or IT support environment.
• 2+ years in documentation, technical writing, or knowledge management roles.

Required and Desired Skills/Certifications:

• Strong experience working with knowledge base platforms (e.g., ServiceNow, Zendesk, Salesforce Knowledge, Confluence).
• Excellent writing, editing, and communication skills.
• Ability to synthesize complex technical content into clear, actionable guidance.
• Strong organizational skills and attention to detail.
• Ability to manage multiple tasks and deadlines in a fast-paced environment.
• Collaborative mindset and ability to engage with cross-functional teams.

Additional Requirements:

• Experience with ITIL or knowledge-centered support (KCS) methodology.
• Familiarity with AI-powered knowledge tools, chatbots, or self-service systems.
• Experience with metrics reporting and using knowledge analytics dashboards.
• Exposure to mobile device management, telecom services, or enterprise mobility content is a plus.

Additional Requirements: Successful completion of a Fingerprint background investigation.

Min Citizenship Status Required: Must be a U.S. Citizen

Location: Cincinnati, OH

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DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:

• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
• Development - Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
• Financial - Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
• Recognition - Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses.
• Wellness - Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.

***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.