Overview:
DecisionPoint seeks a Knowledge Base / AI Specialist / QA (Tier 0) to develop, maintain, and optimize an intelligent self-service environment supporting enterprise-wide help desk and user training functions for a secure Department of Defense (DoD) program.
The Specialist will lead the creation of a knowledge-driven Tier 0 solution, integrating AI-assisted content retrieval, automated responses, and continuous feedback loops to improve customer experience, knowledge accuracy, and service efficiency. This position also plays a key role in quality assurance—ensuring knowledge articles, chatbot interactions, and service content meet usability, accessibility, and compliance standards.
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 / AI Specialist / QA (Tier 0) will:
- Design, implement, and maintain a Tier 0 AI-powered self-service knowledge base, enabling users to resolve issues independently through curated content, FAQs, and intelligent search.
- Author, review, and continuously update knowledge articles, ensuring technical accuracy, consistency, and alignment with system releases and updates.
- Integrate AI models, chatbots, and virtual assistants with service desk systems to provide real-time responses, guided troubleshooting, and training resources.
- Track and analyze user interaction data to identify knowledge gaps and optimize content based on usage patterns and feedback.
- Collaborate with help desk (Tiers 1–3) and training teams to ensure seamless escalation workflows and consistent information across all tiers.
- Maintain version-controlled documentation, quick reference guides, and end-user help content supporting DCIPS Future application features.
- Participate in QA reviews for help desk content, ensuring compliance with DoD style and accessibility standards (e.g., Section 508, WCAG).
- Develop automated validation scripts and regression test routines to ensure knowledge base search, categorization, and link integrity remain functional after system updates.
- Support integration of training repositories (e.g., SharePoint or Google Workspace) to ensure current and approved content is easily accessible to end users.
- Maintain metrics on article usage, resolution rates, and user satisfaction to drive continuous improvement.
- Contribute to the Continuous Service Improvement (CSI) process by identifying recurring issues and recommending new AI or automation enhancements.
- Conduct QA and user acceptance validation of knowledge management tools during major releases and updates.
Qualifications:
Clearance Requirement:
- Must hold an active Secret clearance.
Education:
- Bachelor’s degree in Information Systems, Data Science, or related technical field.
Experience:
- Minimum 5 years of experience in knowledge management, IT service automation, or AI-driven support systems.
- Experience supporting multi-tier service environments in federal or defense programs.
- Familiarity with Agile and ITIL frameworks for knowledge lifecycle and service delivery.
Technical Knowledge:
- Expertise in knowledge base and self-service portal development.
- Familiarity with AI-driven search, natural language processing (NLP), or chatbot configuration.
- Experience using ITSM tools such as ServiceNow, Jira Service Management, or Remedy.
- Working knowledge of metadata tagging, taxonomy, and content governance.
- Understanding of QA methods, version control, and accessibility compliance (Section 508/WCAG).
- Proficiency with analytics tools for performance measurement and improvement tracking.
Certifications (Preferred):
- ITIL v4 Foundation or Knowledge-Centered Service (KCS) certification.
- CompTIA Security+ CE or equivalent DoD 8570 certification.
- AI, data analytics, or automation certification (e.g., AWS Machine Learning, Microsoft AI Fundamentals).
Skills:
- Excellent writing, editing, and content structuring skills for technical and end-user audiences.
- Strong analytical mindset for monitoring service trends and AI performance metrics.
- Ability to collaborate across help desk, cybersecurity, and DevSecOps teams.
- Creative problem-solving and commitment to continuous service improvement.
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.