Bank of America (Washington, D.C.) Remote role 3/2022 – 11/2022Knowledge Management AnalystServes as the Knowledge Management Analyst to assist Cyber Security Defense Organization (CSD) knowledge sharing and support the centralized knowledge management strategy with (CSD). This strategy ensures the organization’s know-how, information and experience is shared consistently inside and outside the organization with partners and stakeholders.• Support the organizational knowledge analysis by ensuring all content is cataloged effectively• Promote knowledge sharing by working with partners to deliver new functional documentation based on client engagement and requirements• Email the owners within different groups to assist with the review and update of the FAQs in Confluence • Work across CSD to ensure all critical documentation is reviewed and approved annually• Facilitate and collaborate across many business units; ability to capture complex technical business concepts in writing for consumption by non-technical readers• Establish productive business relationships and leverage in support of our knowledge management strategy• Ability to capture complex technical business concepts in writing for consumption by non-technical readers• Support updates to the current knowledge libraries in SharePoint and Confluence• Work with clients to review and update the GIS Access Management Governance Audit project• Attend WebEx meeting to discuss new and current project with the Management team

Facilitating the creation and maintenance of Standard Operating Procedures and Knowledge Base Articles. Working with subject matter experts (SME's), Technical teams, Developers, to create and maintain SOPS documents and KB articles. Documenting in-house development and IT initiatives by translating technical jargon into a narrative more easily understood by non IT professionals.Exercise independent judgment within broadly defined practices and polices I selecting methods, techniques and evaluation criteria for obtaining results.Job Duties:Writes, rewrites and or edits technical documents such as Standard Operating Procedures, Knowledge Base articles, technical procedure manuals, user manuals, reports and documentation to communicate clearly and effectively technical specifications and detailed instructions to a range of audiences.Acquire subject knowledge by interviewing other subject matter experts such as knowledge management team, technical support specialists, software development team and through observation of same.Author and review technical documents (including SOP's, knowledge base articles, manuals, reports and other documentation) for accuracy and adherence to defined standards.Identifies a new Knowledge Base content through research of Remedy tickets and interviews with technical staff.Validate and publish SOP's and Knowledge Base articles.Called upon to assist in technical or business presentations in such meeting as business or customer needs require.Skills:3 years of technical support experienceAbility to produce clear, concise documentation, technical articles, reports, manuals and documentation including editing of screen captures for documentation.Experience authoring knowledge base articles in Remedy Knowledge ManagementTechnical support experience in Department of StateCertification:ITIL v3 Foundation ClearanceDepartment of State (DoS) Secret Clearance

Analyze and verify switching of operational support systems software including translations. Monitor switching equipment, computer systems and networks to ensure optimal operation. Track, analyze and review system alarms, logs, trouble reports. Perform daily backups and routine monitoring of switches, computer systems and data networks.