Knowledge Base/AI Specialist/QA (Tier 0)

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