Service Center Knowledge Base Article and Rep

Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, is seeking an experienced Service Center KBA & Reporting Lead to support enterprise IT Service Center operations through knowledge management, technical documentation, performance reporting, and data analysis.

The Service Center KBA & Reporting Lead is responsible for developing, maintaining, and improving Knowledge Base Articles (KBAs), standard operating procedures (SOPs), and technical support documentation. This position also develops customized reports and dashboards, analyzes key performance indicators (KPIs), and provides actionable insights to support operational efficiency, customer satisfaction, and continuous service improvement.

Working closely with Service Center leadership, Federal Functional Leads, technical support teams, and other stakeholders, the Service Center KBA & Reporting Lead supports knowledge management initiatives, evaluates service delivery performance, and identifies opportunities to improve technical support processes and operational effectiveness.

The successful candidate must demonstrate strong technical writing, analytical, reporting, and communication skills, along with the ability to work independently in a fast-paced federal IT environment. All work must comply with applicable federal cybersecurity requirements, organizational IT policies, and established contractual performance standards.

Essential Duties and Responsibilities

Knowledge Management and Technical Documentation

• Develop, review, maintain, and continuously improve Knowledge Base Articles (KBAs) supporting Service Center operations and technical support activities.

• Create and maintain technical documentation, support models, troubleshooting guides, standard operating procedures (SOPs), and operational workflows.

• Document recurring customer support issues, technical resolutions, and internal Service Center processes using approved knowledge management systems.

• Collaborate with technical support teams and subject matter experts to collect, validate, and document technical information.

• Ensure KBAs and technical documentation are accurate, consistent, current, and accessible to authorized personnel.

• Establish and maintain documentation standards, templates, and knowledge management practices.

• Review existing knowledge resources to identify outdated information, documentation gaps, and opportunities for improvement.

• Support knowledge-sharing initiatives to improve technical support consistency, incident resolution, and Service Center efficiency.

Reporting and Data Analysis

• Design, develop, and maintain customized reports, dashboards, and performance tracking tools supporting Service Center operations.

• Collect, analyze, and interpret operational data from IT service management systems, ticketing platforms, and other approved data sources.

• Monitor and report on Service Center KPIs, including:

  • First Contact Resolution (FCR) rates.

  • Incident and service request volumes.

  • Average response and resolution times.

  • Service-level agreement (SLA) compliance.

  • Ticket escalation and backlog trends.

  • Customer satisfaction metrics.

• Utilize Microsoft Power BI, Microsoft Excel, and other approved reporting tools to develop data visualizations and operational performance reports.

• Analyze historical and current performance data to identify trends, recurring issues, and opportunities for service improvement.

• Ensure reporting accuracy, data integrity, and consistency across operational dashboards and management reports.

• Prepare recurring and ad hoc reports to support federal leadership, Service Center management, and contractual reporting requirements.

• Translate technical and operational data into clear, actionable recommendations for leadership decision-making.

Operational Performance and Continuous Improvement

• Evaluate Service Center support models, operational workflows, and incident management processes to identify opportunities for improvement.

• Analyze incident trends, recurring technical issues, and service delivery performance to recommend corrective actions.

• Support continuous improvement initiatives designed to enhance customer satisfaction, operational efficiency, and technical support effectiveness.

• Identify process inefficiencies and recommend improvements to knowledge management, reporting, and service delivery procedures.

• Assist with developing performance improvement plans and tracking progress against established operational objectives.

• Support standardization of Service Center documentation, reporting methodologies, and technical support procedures.

• Monitor the effectiveness of implemented process improvements and recommend additional enhancements as necessary.

Collaboration and Leadership Support

• Collaborate with Service Center Leads, Federal Functional Leads, and technical teams to identify reporting priorities and knowledge management requirements.

• Assist leadership with prioritizing documentation, reporting, and operational improvement initiatives.

• Support reporting requirements related to technical support activities, property accountability, equipment tracking, and operational performance.

• Coordinate with technical support personnel to validate operational data and ensure accurate reporting.

• Independently analyze and resolve reporting, documentation, and operational challenges affecting Service Center performance.

• Participate in operational reviews, technical discussions, and service improvement meetings.

• Provide guidance to Service Center personnel regarding knowledge management practices, documentation standards, and reporting procedures.

Communication and Stakeholder Engagement

• Maintain clear, professional communication with federal leadership, Service Center personnel, technical teams, and other stakeholders.

• Present operational performance data, reporting findings, and improvement recommendations in a clear and understandable manner.

• Translate complex technical information and analytical findings into actionable insights for technical and nontechnical audiences.

• Prepare written reports, briefings, presentations, and technical documentation to support leadership decision-making.

• Respond to requests for operational data, reporting clarification, and knowledge management support.

• Promote consistent communication, documentation quality, and knowledge-sharing practices across the Service Center.

Cybersecurity and Compliance

• Perform assigned duties in accordance with applicable National Institute of Standards and Technology (NIST) Special Publication 800-53 security and privacy controls.

• Support compliance with the Federal Information Security Modernization Act (FISMA) and applicable federal cybersecurity policies.

• Ensure knowledge management systems, technical documentation, and reporting activities comply with organizational information security requirements.

• Follow established procedures for accessing, handling, storing, and distributing government information and operational data.

• Protect sensitive technical information, system configurations, operational reports, and government data from unauthorized disclosure.

• Identify and report potential cybersecurity incidents, vulnerabilities, and unauthorized activities in accordance with established procedures.

• Maintain compliance with applicable government, contractual, and organizational IT policies.

Required Skills and Abilities

• Strong technical writing skills with demonstrated experience developing Knowledge Base Articles, SOPs, troubleshooting guides, and technical documentation.

• Experience documenting technical processes, operational procedures, customer support issues, and Service Center workflows.

• Working knowledge of standalone and networked computer systems, including Local Area Networks (LANs) and Wide Area Networks (WANs).

• Understanding of Microsoft Windows operating systems, networking fundamentals, and email systems and standards.

• Ability to collect, organize, analyze, and interpret operational data and performance metrics.

• Familiarity with IT service management practices, incident management processes, and SLA requirements.

• Ability to develop clear, accurate, and actionable reports for technical and nontechnical audiences.

• Strong analytical, organizational, problem-solving, and critical-thinking skills.

• Ability to identify operational trends, evaluate processes, and recommend improvements.

• Excellent written and verbal communication skills.

• Ability to manage multiple assignments, prioritize competing requirements, and meet established deadlines.

• Ability to work independently with minimal supervision while collaborating effectively with technical teams and government stakeholders.

• Strong customer service orientation and professional demeanor.

Education and Experience

Education:

• Associate degree in Information Technology, Computer Science, Information Systems, Business Analytics, Technical Writing, or a related field; or

• Relevant technical certification or an equivalent combination of education and experience.

Experience:

• Minimum of three (3) years of professional computer support or IT technical support experience.

• Demonstrated experience developing technical documentation, Knowledge Base Articles, or operational procedures.

• Experience documenting technical support processes, incident resolution procedures, and Service Center workflows.

• Experience analyzing operational information and preparing reports to support technical or management decision-making.

• Experience working independently and collaborating with technical support personnel and stakeholders.

Preferred Qualifications:

• Experience supporting IT Service Centers operating within multi-server or large enterprise environments.

• Experience developing, maintaining, and managing enterprise knowledge base systems.

• Proficiency with Microsoft Power BI, Microsoft Excel, or similar business intelligence and data visualization tools.

• Experience developing customized reports and dashboards tied to IT service management KPIs.

• Experience analyzing First Contact Resolution (FCR), ticket volume, resolution time, SLA compliance, and customer satisfaction metrics.

• Experience using IT service management platforms, including ServiceNow, Remedy, or similar ticketing systems.

• Experience supporting the Department of the Interior (DOI), Indian Affairs (IA), or other federal government agencies.

• Familiarity with NIST SP 800-53, FISMA, and federal cybersecurity requirements.

• Knowledge of continuous improvement methodologies, process optimization, and operational performance management.

• Experience presenting analytical findings and operational recommendations to leadership.

Work Environment

• Work is primarily performed in a professional office, Service Center, or federal government facility.

• The position requires frequent interaction with federal leadership, Service Center personnel, technical teams, and government stakeholders.

• Work involves managing multiple documentation, reporting, and analytical priorities in a fast-paced, mission-driven environment.

• Extended periods of computer use, data analysis, technical writing, and report preparation are required.

• Occasional travel between government facilities or support locations may be required.

• Extended or irregular work hours may be necessary to support mission-critical operations, reporting deadlines, or contractual requirements.

• Depending on assignment, limited work in field or mixed environments may be required.

Special Requirements

• U.S. Citizenship Required.

• Must have the ability to obtain and maintain the government security clearance required by the supported contract.

• Must successfully complete all required pre-employment screening and government background investigation requirements.

• Must comply with applicable federal cybersecurity requirements, including NIST SP 800-53 and FISMA.

• Must maintain confidentiality regarding government systems, personnel, technical information, operational reports, and sensitive program data.

• Must comply with all applicable government, contractual, and company policies and procedures.

• Must be able to support operational requirements and work schedules established by the supported federal contract.

Physical Demands

The physical demands described below are representative of those required to successfully perform the essential functions of this position.

IT / Office Environment

• Prolonged periods of sitting, typing, and working on a computer.

• Occasional walking, standing, bending, reaching, and lifting.

• Ability to lift and move equipment weighing up to 15 pounds, with occasional heavier lifting as required.

• Visual acuity sufficient for computer use, technical documentation, data analysis, and report preparation, including close, distance, and color vision.

• Ability to communicate effectively in a professional office environment.

• Occasional travel and extended work hours may be required.

Equal Employment Opportunity (EEO) and Indian Preference

Quivera Enterprises LLC and its subsidiaries are 100% tribally owned and SBA-certified Small Disadvantaged Businesses. We are proud to be an Equal Opportunity Employer and are committed to creating an inclusive workplace where all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other status protected by applicable federal, state, or local law.

As a tribally owned organization, Quivera Enterprises and its subsidiaries may apply Indian Preference in accordance with applicable tribal, federal, and contractual requirements where authorized by law.

Dream. Grow. Thrive.

Job descriptions are intended to identify the primary duties, responsibilities, qualifications, and requirements of a position and assist in determining appropriate compensation. They are not intended to represent a complete list of all duties and responsibilities. Quivera Enterprises, LLC, and its subsidiaries reserve the right to modify, add, or remove duties and responsibilities based on business needs, contractual requirements, and management discretion.