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

#LI-EK1

DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:

• Do What's Right - We lead with honesty and integrity.
• Own the Outcome - We take responsibility and deliver.
• Deliver for Our Customers - We are relentless about delivering value.
• Think Bold, Act Smart - We innovate with purpose.
• Win Together - We collaborate and celebrate our success.

These values aren't just ideals-they show up in how we support every part of your well-being:

• Convenience/Concierge - Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development - Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial - Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition - Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness - Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.

***************** 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.