Management Analyst jobs in Schenectady, NY

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

• 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*