{"schemaVersion":"jobsearcher.job.v1","id":"380120bb04e08fc64196c452","url":"https://jobsearcher.com/jobs/380120bb04e08fc64196c452","canonicalUrl":"https://jobsearcher.com/jobs/380120bb04e08fc64196c452","title":"Enterprise Mgmt & Process Improvement","description":"Enterprise Knowledge Management & Process Improvement Specialist\n\nEmployment Type: Full Time\nWork Location: Remote\nClearance Requirement: Active DoD SECRET Clearance\nCustomer: Department of the Navy\nRecommended Salary Range: $95,000–$140,000 annually\nTravel: Occasional travel may be required\n\nPosition Summary\n\nShadowObjects LLC is seeking an Enterprise Knowledge Management & Process Improvement Specialist to support a Department of the Navy enterprise procurement and eBusiness Tier 2 support capability.\n\nThe position is responsible for converting resolved support issues into reusable knowledge, standardized processes, job aids, training content, and measurable service improvements across the DON procurement and eBusiness ecosystem.\n\nThe role will work across interconnected procurement processes, data, and systems, including, as applicable, ePS, AMS, Navy ERP, PIEE, SAM.gov, NECO, and other current or emerging DON and DoD procurement platforms and interfaces.\n\nWorking directly with Tier 2 leadership, procurement subject-matter experts, analysts, users, system program offices, and other stakeholders, this individual will help reduce recurring support demand and improve the consistency and quality of service across the enterprise.\n\nThis is not primarily a document-control position. The role requires someone who can identify why recurring issues happen across policy, process, data, systems, and organizational handoffs and turn that insight into lasting operational improvements.\n\nPrimary Responsibilities\n\nDevelop, maintain, and continuously improve the enterprise Tier 2 knowledge base.\nConvert resolved Tier 2 cases into reusable knowledge articles, FAQs, decision trees, job aids, and troubleshooting guidance.\nDevelop knowledge that addresses both individual systems and end-to-end processes that cross multiple eBusiness platforms.\nEstablish and maintain standards for knowledge articles, including ownership, validation, review, expiration, and version control.\nWork with procurement SMEs and system stakeholders to ensure published guidance accurately reflects applicable policy, process, system procedures, and cross-system dependencies.\nIdentify recurring support issues that should be addressed through knowledge, training, process redesign, automation, data correction, system enhancement, or other systemic corrective action.\nMap end-to-end procurement and eBusiness processes and identify unnecessary handoffs, unclear responsibilities, duplicate effort, data breaks, system seams, and other sources of user friction.\nDevelop and maintain standard operating procedures for enterprise Tier 2 service delivery.\nSupport standardization of intake, triage, escalation, resolution, closure, and knowledge-capture processes.\nCreate concise user-facing job aids and reference materials for frequently encountered issues.\nDevelop support-side guidance covering issues that span ePS, AMS, Navy ERP, PIEE, SAM.gov, NECO, and related systems, as applicable.\nSupport development and delivery of targeted training based on actual support demand and recurring user issues.\nPartner with the Enterprise Tier 2 Service Operations & Data Analyst to identify high-volume and high-effort opportunities for improvement.\nFacilitate root-cause and continuous-improvement activities for recurring enterprise support issues.\nTrack corrective actions resulting from systemic problems and assess whether implemented changes reduce future support demand.\nIdentify repetitive support activities suitable for workflow automation or AI-assisted support.\nAssist with design and testing of lightweight workflow automation where appropriate.\nMaintain a structured taxonomy for support topics, systems, processes, knowledge articles, issue categories, and service documentation.\nCapture lessons learned and incorporate them into future enterprise service delivery.\nCoordinate with system program offices and other support organizations when changes to enterprise guidance are required.\nSupport communication of changes in processes, tools, systems, or procedures to the supported community.\nMeasure the use and effectiveness of knowledge articles, training materials, and process improvements.\nHelp identify recurring problems caused by gaps between systems, business rules, data, policy, and operational execution.\n\nRequired Qualifications\n\nBachelor’s degree in business, management, information systems, instructional design, organizational development, knowledge management, communications, or a related discipline.\nMinimum 5 years of relevant experience in knowledge management, process improvement, business process analysis, training development, service management, or a similar field.\nDemonstrated ability to translate complex processes or technical information into clear, usable guidance.\nExperience creating knowledge articles, SOPs, job aids, process documentation, or training materials.\nExperience documenting and analyzing end-to-end business processes.\nAbility to understand and document workflows that cross multiple systems and organizations.\nStrong writing and editing skills.\nDemonstrated ability to work with subject-matter experts and extract actionable knowledge.\nExperience facilitating process-improvement or root-cause-analysis activities.\nAbility to manage multiple knowledge products and maintain configuration/version control.\nExcellent organizational and interpersonal skills.\nStrong attention to detail while maintaining focus on operational outcomes.\nActive DoD SECRET clearance.\n\nPreferred Qualifications\n\nExperience supporting the Department of Defense or Department of the Navy.\nExperience with federal acquisition, procurement, contracting, financial management, or Procure-to-Pay processes.\nFamiliarity with the DON and DoD eBusiness ecosystem, including systems such as ePS, AMS, Navy ERP, PIEE, SAM.gov, NECO, or comparable procurement platforms.\nExperience documenting processes, dependencies, and user workflows across multiple enterprise applications.\nExperience supporting a Tier 2 help desk, service desk, customer-support organization, or ITSM environment.\nFamiliarity with ServiceNow or comparable knowledge- and case-management platforms.\nKnowledge of Knowledge-Centered Service/KCS or comparable knowledge-management practices.\nExperience with Lean, Six Sigma, business-process reengineering, or other continuous-improvement methodologies.\nExperience developing digital training or performance-support materials.\nFamiliarity with Microsoft Power Automate, Power Apps, Copilot, AI-assisted knowledge tools, or comparable automation platforms.\nExperience developing process maps using Visio, Lucidchart, BPMN, or similar tools.\nFamiliarity with content analytics, knowledge-base usage metrics, search analytics, or training-effectiveness measurement.\nKnowledge of DoD CUI and records-management requirements.\n\nCore Competencies\n\nEnterprise knowledge management\nBusiness-process improvement\nSystems thinking\nTechnical writing\nFacilitation\nRoot-cause analysis\nInstructional communication\nChange enablement\nContinuous improvement\nCollaboration","company":"Shadowobjects","rawCompany":"shadowobjects","city":"Washington","state":"DC","isRemote":false,"isActive":false,"createdAt":"2026-10-06T20:29:14.596Z","occupations":[{"code":"13-1199.00","title":"Business Operations Specialists, All Other","slug":"business-operations-specialists-all-other"},{"code":"15-1299.03","title":"Document Management Specialists","slug":"document-management-specialists"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"}],"industries":[{"code":"921190","title":"Other General Government Support","slug":"other-general-government-support"},{"code":"541611","title":"Administrative Management and General Management Consulting Services","slug":"administrative-management-and-general-management-consulting-services"},{"code":"928110","title":"National Security","slug":"national-security"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Enterprise Mgmt & Process Improvement","description":"Enterprise Knowledge Management & Process Improvement Specialist\n\nEmployment Type: Full Time\nWork Location: Remote\nClearance Requirement: Active DoD SECRET Clearance\nCustomer: Department of the Navy\nRecommended Salary Range: $95,000–$140,000 annually\nTravel: Occasional travel may be required\n\nPosition Summary\n\nShadowObjects LLC is seeking an Enterprise Knowledge Management & Process Improvement Specialist to support a Department of the Navy enterprise procurement and eBusiness Tier 2 support capability.\n\nThe position is responsible for converting resolved support issues into reusable knowledge, standardized processes, job aids, training content, and measurable service improvements across the DON procurement and eBusiness ecosystem.\n\nThe role will work across interconnected procurement processes, data, and systems, including, as applicable, ePS, AMS, Navy ERP, PIEE, SAM.gov, NECO, and other current or emerging DON and DoD procurement platforms and interfaces.\n\nWorking directly with Tier 2 leadership, procurement subject-matter experts, analysts, users, system program offices, and other stakeholders, this individual will help reduce recurring support demand and improve the consistency and quality of service across the enterprise.\n\nThis is not primarily a document-control position. The role requires someone who can identify why recurring issues happen across policy, process, data, systems, and organizational handoffs and turn that insight into lasting operational improvements.\n\nPrimary Responsibilities\n\nDevelop, maintain, and continuously improve the enterprise Tier 2 knowledge base.\nConvert resolved Tier 2 cases into reusable knowledge articles, FAQs, decision trees, job aids, and troubleshooting guidance.\nDevelop knowledge that addresses both individual systems and end-to-end processes that cross multiple eBusiness platforms.\nEstablish and maintain standards for knowledge articles, including ownership, validation, review, expiration, and version control.\nWork with procurement SMEs and system stakeholders to ensure published guidance accurately reflects applicable policy, process, system procedures, and cross-system dependencies.\nIdentify recurring support issues that should be addressed through knowledge, training, process redesign, automation, data correction, system enhancement, or other systemic corrective action.\nMap end-to-end procurement and eBusiness processes and identify unnecessary handoffs, unclear responsibilities, duplicate effort, data breaks, system seams, and other sources of user friction.\nDevelop and maintain standard operating procedures for enterprise Tier 2 service delivery.\nSupport standardization of intake, triage, escalation, resolution, closure, and knowledge-capture processes.\nCreate concise user-facing job aids and reference materials for frequently encountered issues.\nDevelop support-side guidance covering issues that span ePS, AMS, Navy ERP, PIEE, SAM.gov, NECO, and related systems, as applicable.\nSupport development and delivery of targeted training based on actual support demand and recurring user issues.\nPartner with the Enterprise Tier 2 Service Operations & Data Analyst to identify high-volume and high-effort opportunities for improvement.\nFacilitate root-cause and continuous-improvement activities for recurring enterprise support issues.\nTrack corrective actions resulting from systemic problems and assess whether implemented changes reduce future support demand.\nIdentify repetitive support activities suitable for workflow automation or AI-assisted support.\nAssist with design and testing of lightweight workflow automation where appropriate.\nMaintain a structured taxonomy for support topics, systems, processes, knowledge articles, issue categories, and service documentation.\nCapture lessons learned and incorporate them into future enterprise service delivery.\nCoordinate with system program offices and other support organizations when changes to enterprise guidance are required.\nSupport communication of changes in processes, tools, systems, or procedures to the supported community.\nMeasure the use and effectiveness of knowledge articles, training materials, and process improvements.\nHelp identify recurring problems caused by gaps between systems, business rules, data, policy, and operational execution.\n\nRequired Qualifications\n\nBachelor’s degree in business, management, information systems, instructional design, organizational development, knowledge management, communications, or a related discipline.\nMinimum 5 years of relevant experience in knowledge management, process improvement, business process analysis, training development, service management, or a similar field.\nDemonstrated ability to translate complex processes or technical information into clear, usable guidance.\nExperience creating knowledge articles, SOPs, job aids, process documentation, or training materials.\nExperience documenting and analyzing end-to-end business processes.\nAbility to understand and document workflows that cross multiple systems and organizations.\nStrong writing and editing skills.\nDemonstrated ability to work with subject-matter experts and extract actionable knowledge.\nExperience facilitating process-improvement or root-cause-analysis activities.\nAbility to manage multiple knowledge products and maintain configuration/version control.\nExcellent organizational and interpersonal skills.\nStrong attention to detail while maintaining focus on operational outcomes.\nActive DoD SECRET clearance.\n\nPreferred Qualifications\n\nExperience supporting the Department of Defense or Department of the Navy.\nExperience with federal acquisition, procurement, contracting, financial management, or Procure-to-Pay processes.\nFamiliarity with the DON and DoD eBusiness ecosystem, including systems such as ePS, AMS, Navy ERP, PIEE, SAM.gov, NECO, or comparable procurement platforms.\nExperience documenting processes, dependencies, and user workflows across multiple enterprise applications.\nExperience supporting a Tier 2 help desk, service desk, customer-support organization, or ITSM environment.\nFamiliarity with ServiceNow or comparable knowledge- and case-management platforms.\nKnowledge of Knowledge-Centered Service/KCS or comparable knowledge-management practices.\nExperience with Lean, Six Sigma, business-process reengineering, or other continuous-improvement methodologies.\nExperience developing digital training or performance-support materials.\nFamiliarity with Microsoft Power Automate, Power Apps, Copilot, AI-assisted knowledge tools, or comparable automation platforms.\nExperience developing process maps using Visio, Lucidchart, BPMN, or similar tools.\nFamiliarity with content analytics, knowledge-base usage metrics, search analytics, or training-effectiveness measurement.\nKnowledge of DoD CUI and records-management requirements.\n\nCore Competencies\n\nEnterprise knowledge management\nBusiness-process improvement\nSystems thinking\nTechnical writing\nFacilitation\nRoot-cause analysis\nInstructional communication\nChange enablement\nContinuous improvement\nCollaboration","datePosted":"2026-10-06T20:29:14.596Z","dateModified":"2026-10-06T20:29:14.596Z","hiringOrganization":{"@type":"Organization","name":"Shadowobjects","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Washington","addressRegion":"DC","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"380120bb04e08fc64196c452"},"url":"https://jobsearcher.com/jobs/380120bb04e08fc64196c452"}}