Knowledge Management & Training Specialist

Inserso is seeking a Knowledge Management (KM) & Training Specialist for a rewarding opportunity for our government customer in Chandler, AZ. Serving a key role in continuous process improvement, this Specialist will focus on managing and expanding the knowledge base, supporting documentation needs, and providing training support when required. The ideal candidate will be a strong documentation and KM professional who can also support training delivery as needed.

Responsibilities:

Knowledge Management & Documentation (Primary Focus):

• Use ServiceNow to manage KBAs and other documentation (supporting a repository of 3,000+ articles).
  
• Create, edit, and publish KBAs within ServiceNow for End Users (Tier 0), Service Desk (Tier 1), and Tier 2 support teams.
  
• Review knowledge base articles and provide constructive feedback to support proper formatting and Section 508 compliance.
  
• Create, edit, and maintain technical documents that meet the needs of internal and external clients (standard operational procedures, service catalogues, service level agreements, etc.).
  
• Gather, analyze, and compose technical information into clear, readable documents used by technical and non-technical personnel.
  
• Work with internal and external teams to obtain an in-depth understanding of IT support services and customer products/systems for documentation requirements.
  
• Continuously assess documentation gaps and update materials to ensure high-quality, accessible, and current KBAs across the repository.
  
• Identify knowledge and skill gaps through ticket analysis, stakeholder feedback, and KPI data.
  

Training Support (As Needed):

• Work as part of a team to create training curricula and all associated learning material.
  
• Update and maintain existing training materials (slide decks, quizzes, assessments, surveys).
  
• Facilitate effective virtual or in person training sessions - manage Q&A, pacing, and participant engagement.
  

Cross-Functional Support:

• Collaborate with contract leadership, quality assurance, and customer stakeholders on documentation, training and KM needs.
  
• Report on various systems to track KBA completeness, training completions, and comprehension.
  
• Conduct training for all contract employees on proper use of sensitive customer systems.
  
• Assess training effectiveness and determine the impact of training on employee skills and KPIs (e.g., Quality Assurance audits).
  

Required Skills/Experience:

• Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
  
• Associate degree or equivalent experience.
  
• 1 - 2 years of IT support or other related IT experience.
  
• Experience creating and maintaining technical documentation (SOPs, KBAs, procedures).
  
• Experience with ServiceNow or similar ITSM system.
  
• Experience with SharePoint or similar documentation platforms.
  
• Proficiency in Microsoft 365 (Word, PowerPoint, Teams).
  
• Drive to seek and embrace change and strive for continuous improvement.
  
• Excellent attention to detail and effective organization skills with an ability to multitask and prioritize.
  
• Strong writing and editing skills for technical and non-technical audiences.
  
• Able to be adaptable by adjusting work processes and responding quickly to changing ideas, responsibilities, expectations, trends, strategies, and operational needs.
  

Preferred Skills/Experience:

• 1 - 2 years of experience as a Technical Writer, documentation specialist, or in a KM role.
  
• 1 - 2 years of experience as a Trainer or training delivery role.
  
• Training certifications (e.g., Certified Technical Trainer, CTT).
  
• Experience with Knowledge Centered Service (KCS) or similar KM methodologies.
  
• Experience conducting live virtual training sessions (video conferencing, facilitation).
  
• Experience creating and editing instructional videos using Movavi or similar video editing software (training and support provided on the job).
  
• Experience building quizzes and assessments in Microsoft Forms or similar tools.
  
• Basic HTML knowledge for KM/KBA backend work.
  
• Fundamental understanding of service desk and enterprise operations.
  
• Exposure to IT operational technologies (networks, operating systems, etc.).
  
• Understanding of ITIL principles and/or ITIL certification.
  
• Understanding of agile methodology.
  
• Ability to gather and analyze data from various KPI sources.
  
• Understanding of Section 508 compliance for document and training material accessibility.
  

Physical and/or Mental Qualifications:

• Effectively communicate with customers, stakeholders, and technical specialists.
  

EOE, including Disability/Vets.

Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.