Responsibilities

• Creating, maintaining, and updating knowledge management documentation to include training materials, end user support materials, and end user self-service materials.
• Creating Knowledge Management (KM) and/or Knowledge Articles (KA) for new and gap processes to identify when a standard approach is needed.
• Conducting a quarterly review and maintaining an inventory of KMs/KAs to ensure there is an inventory relevant articles consistent with the current business and systems operating environment.
• Creating knowledge articles to facilitate systems transitioning from development to production.
• Ensuring all technical documentation (including O&M Manual, SOPs, etc), training materials, and knowledge articles are documented and kept in a centralized, shared repository.
• The Contractor shall perform all transition services needed to accomplish knowledge transfer and ramp up activities to develop, operate, and manage the USAID Operations and Maintenance program.
• Lead in knowledge transfer activities in accordance with the transition plan.
• Conducting an inventory of documentation artifacts Knowledge transfer documentation, to include the identification of all knowledge/artifacts (SOPs, job aids, checklists, etc…) needed to perform key functions in the Transition-In Plan.
• Recommending improvement of existing critical SOPs and any documentation unique to response operations.
• Tracking and maintaining the end user support knowledge base (including FAQs), materials, and artifacts to help end users with incident resolution.
• The Contractor shall coordinate with the COR and M/CIO support contractor supporting the product or service relating to the Tier 3 issue to establish knowledge exchange, handoffs, and expected resolution times.
• Maintaining a knowledge base of FAQs for Tier 2 as well as Tier 3 issues.
• Collaborating with the project team and product owner to identify any knowledge gaps and develop a plan to resolve them.
• Engaging users to improve their understanding and reinforce their knowledge of Enterprise level systems through on-demand training.

 *Contingent on Contract Award*

Qualifications

Basic Qualification:

• U.S. Citizen; eligible for U.S. Secret Security Clearance.
• Bachelor’s degree with 0 to 1 years; four (4) years of experience can be substituted in lieu of a bachelor’s degree..
• Experience posting, editing, distributing, and maintaining appropriate content for classified and unclassified websites/portals.
• Experience facilitating the transfer of knowledge sharing, to ensure a baseline understanding of information across the organization between customer, partners, and stakeholders.
• Experience creating knowledge articles to facilitate seamless exchange of information across systems.
• Ability to evaluate the knowledge sharing program, including using benchmarks to measure the effectives of the program.
• Experience developing and maintaining an accurate, consistent, repeatable process for collecting, consolidating, and creating knowledge articles.
• Experience organizing data, establishing file structures, and ensuring information is captured and stored in locations accessible to various user groups.
• Experience compiling reports on performance and usage metrics and future requirements for existing knowledge management.

Preferred Qualification:

• Active Secret Security Clearance.
• ITIL v.4 Certification
• ServiceNow Incident Management Experience

Peraton Overview

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

Target Salary Range