Service Center Knowledge Base Article and Rep

Southwind Construction Services Llc

Albuquerque, NM

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JOB DETAILS

SKILLS

Analysis Skills, Communication Skills, Computer Systems, Construction, Continuous Improvement, Customer Satisfaction, Customer Support/Service, Data Visualization, Documentation, Documentation Models, Email Protocols/Standards, Email Technology, Establish Priorities, Federal Compliance Regulations, IT Service Management (ITSM), Information Technology & Information Systems, Information/Data Security (InfoSec), Internet Security, Knowledge Base, Knowledge Management, Leadership, Lift/Move 50 Pounds, Local Area Network (LAN), Maintain Compliance, Metrics, Microsoft Product Family, Microsoft Windows Operating System, Network Systems, Operating Systems, Operational Audit, Operational Improvement, Operational Strategy, Operations Management, Operations Processes, Operations Security (OPSEC), Organizational Skills, Performance Analysis, Performance Management, Performance Metrics, Physical Demands, Power BI, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Regulatory Compliance, Remedy, Reporting Dashboards, Reporting Skills, Scaffolding, Security Clearance, Service Delivery, ServiceNow, Support Documentation, Systems Administration/Management, Technical Support, Technical Writing, Trend Analysis, Typing, U.S. National Institute of Standards and Technology (NIST), United States Citizen, Wide Area Network (WAN), Writing Skills

LOCATION

Albuquerque, NM

POSTED

Today

Job Summary

Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, is seeking a Service Center KBA & Reporting Lead to support enterprise IT service operations through knowledge management and data-driven reporting. This roleis responsible for developing and maintaining Knowledge Base Articles (KBAs), producing customized reports, and analyzing Service Center performance metrics to drive continuous improvement.

The ideal candidate combines strong technical support experience with analytical and technical writing expertise to enhance operational efficiency, improve customer satisfaction, and support data-driven decision-making across the Service Center.

NIST SP 800-53 Compliance Requirement

All personnel must operate within the NIST SP 800-53 framework developed by the National Institute of Standards and Technology, ensuring compliance with federal cybersecurity requirements, including the Federal Information Security Modernization Act. This includes adherence to technical, operational, and management security controls.

Key Responsibilities

Knowledge Management & Documentation

Develop, maintain, and continuously improve Knowledge Base Articles (KBAs)
Create and maintain documentation for support models, procedures, and standard operating practices
Document customer support issues, workflows, and internal processes using structured systems

Reporting & Data Analysis

Design and generate customized reports and dashboards related to Service Center performance
Analyze KPIs (e.g., first contact resolution rate, ticket volume, resolution time)
Utilize tools such as Microsoft Power BI to develop data visualizations and actionable insights

Operational Performance & Continuous Improvement

Analyze incident trends and operational data to identify improvement opportunities
Evaluate Service Center support models and recommend enhancements to efficiency and service quality
Support continuous improvement initiatives focused on customer satisfaction and service delivery

Collaboration & Leadership Support

Collaborate with Service Center Leads and Federal Functional Leads to prioritize initiatives
Support reporting requirements related to technical activities, property accountability, and operational metrics
Independently analyze and resolve operational challenges within the Service Center

Communication & Stakeholder Engagement

Maintain clear, concise, and professional communication with technical and non-technical stakeholders
Translate technical data into actionable insights for leadership decision-making

Required Qualifications

U.S. Citizenship required
Must have the ability to obtain and maintain a government security clearance
Associate's degree, technical certification, or equivalent combination of education and experience
Minimum of 3 years of computer support experience

Technical Knowledge:

Standalone and networked computer systems
Local Area Networks (LAN) and Wide Area Networks (WAN)
PC operating systems (e.g., Microsoft Windows)
Networking fundamentals and email systems/standards

Core Competencies:

Demonstrated experience in technical writing and documentation development
Experience documenting processes, procedures, and support workflows
Strong analytical, problem-solving, and organizational skills
Excellent written and verbal communication skills
Proven ability to work independently with minimal supervision
Strong customer service orientation with a professional demeanor

Preferred Qualifications

Experience supporting Service Centers in multi-server or enterprise environments
Experience developing and managing Knowledge Base systems
Proficiency with reporting tools (e.g., Microsoft Power BI) and data visualization techniques
Experience building reports tied to IT service management (ITSM) metrics and KPIs
Familiarity with ITSM tools and ticketing systems (e.g., ServiceNow, Remedy)
Experience supporting federal or enterprise IT environments
Knowledge of continuous improvement methodologies and process optimization

Physical Demands - IT / Office Role

This position is primarily office-based and requires prolonged periods of sitting, typing, and working on a computer. Occasional walking, standing, bending, and reaching may be required.

Ability to lift up to 15 pounds (occasionally more)
Visual acuity including close, distance, and color vision required
Ability to communicate effectively in a professional office environment
Occasional travel and extended hours may be required

Physical Demands - Construction / Field Role

This role may include work in field or mixed environments depending on assignment.

Frequent walking, standing, climbing, and working on uneven terrain
Ability to use ladders, scaffolding, and wear required PPE
Ability to lift up to 50 pounds
Ability to communicate effectively in active environments
Travel and extended/irregular hours may be required

Equal Employment Opportunity Statement

Quivera Enterprises LLC and its subsidiaries are a 100% tribally owned, SBA-certified Small Disadvantaged Business.

Quivera Enterprises LLC and its subsidiaries are an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status.

About the Company

Southwind Construction Services Llc

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