Knowledge Base Manager

Overview:

DecisionPoint seeks a Knowledge Base Manager to lead documentation, content governance, and knowledge lifecycle management in support of a large federal and DoD-aligned mission environment. This role is responsible for creating, structuring, maintaining, and optimizing enterprise knowledge content including Standard Operating Procedures (SOPs), troubleshooting guides, service catalog entries, runbooks, and user support articles. 

The Knowledge Base Manager ensures documentation accuracy, promotes content standardization, manages version controls, and drives continual improvement across all knowledge artifacts used by service desk, engineering, cybersecurity, and program stakeholders. 

This position is fully remote. 

Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.

Duties & Responsibilities:

The Knowledge Base Manager will: 

• Manage the full lifecycle of knowledge articles, including drafting, reviewing, publishing, and retiring content. 

• Maintain and improve SOPs, runbooks, troubleshooting guides, service catalog items, and technical reference materials. 

• Ensure content accuracy, clarity, consistency, and alignment with enterprise documentation standards. 

• Partner with Tier 1, Tier 2, and Tier 3 teams to capture tribal knowledge and translate it into structured KB content. 

• Coordinate with cybersecurity, engineering, and cloud teams to document updates, new features, and system changes. 

• Implement taxonomy, tagging, metadata, and content governance controls for improved knowledge discoverability. 

• Conduct periodic reviews of content to prevent staleness, inaccuracies, or procedural drift. 

• Facilitate continuous improvement efforts for documentation workflows and content creation processes. 

• Maintain version history, change records, and archival procedures for all documentation. 

• Support compliance documentation needs, ensuring KB content aligns with federal and DoD quality expectations. 

• Provide training to staff on how to submit, update, and utilize knowledge articles effectively. 

• Manage formatting, layout, and readability standards for all technical content. 

Qualifications:

Clearance Requirement 

Must hold an active Top Secret clearance, supported by a Tier 5 background investigation. 

 

Education (Required) 

Bachelor’s degree in Technical Writing, Information Technology, Communications, or a related field. 

 

Experience (Required) 

• Minimum 4 years of experience in technical writing, knowledge management, or documentation development. 

• Experience managing enterprise-level KB systems, documentation platforms, or service catalog structures. 

• Experience developing SOPs, troubleshooting guides, and procedural documentation. 

• Experience supporting IT service desk or IT operations environments. 

• Experience collaborating with technical teams to translate complex concepts into clear documentation. 

 

Technical Knowledge (Required) 

• Strong understanding of documentation standards, structured authoring, and content governance models. 

• Familiarity with ITIL practices for knowledge management, incident, problem, and change processes. 

• Ability to synthesize information from SMEs across engineering, security, and cloud teams. 

• Proficiency with documentation tools, KB platforms, and content management systems. 

Technical Knowledge (Preferred) 

• Experience supporting federal or DoD IT programs. 

• Familiarity with service portals and workflow automation. 

• Experience with metadata tagging, taxonomies, and search optimization. 

 

Certifications 

Required: 

• ITIL v4 Foundation 

Preferred: 

• Certified Technical Writer or Knowledge Manager 

• CompTIA Security+ 

 

Skills 

• Exceptional writing and editing abilities with strong attention to detail. 

• Ability to structure complex technical information into user-friendly content. 

• Strong communication and interviewing skills for gathering SME input. 

• Ability to manage multiple documentation projects simultaneously. 

• Strong organizational and governance skills for maintaining large documentation repositories. 

 

Our Equal Employment Opportunity Policy:

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.