Service Center Knowledge Base Article and Rep in Albuquerque, New Mexico at Wichita Tribal Enterprise

Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, is seeking a Service Center KBA & Reporting Lead to support enterprise IT service operations through knowledge management and data-driven reporting. This role is responsible for developing and maintaining Knowledge Base Articles (KBAs), producing customized reports, and analyzing Service Center performance metrics to drive continuous improvement.

The ideal candidate combines strong technical support experience with analytical and technical writing expertise to enhance operational efficiency, improve customer satisfaction, and support data-driven decision-making across the Service Center.

All personnel must operate within the NIST SP 800-53 framework developed by the National Institute of Standards and Technology, ensuring compliance with federal cybersecurity requirements, including the Federal Information Security Modernization Act. This includes adherence to technical, operational, and management security controls.

• Develop, maintain, and continuously improve Knowledge Base Articles (KBAs)
• Create and maintain documentation for support models, procedures, and standard operating practices
• Document customer support issues, workflows, and internal processes using structured systems

• Design and generate customized reports and dashboards related to Service Center performance
• Analyze KPIs (e.g., first contact resolution rate, ticket volume, resolution time)
• Utilize tools such as Microsoft Power BI to develop data visualizations and actionable insights

• Analyze incident trends and operational data to identify improvement opportunities
• Evaluate Service Center support models and recommend enhancements to efficiency and service quality
• Support continuous improvement initiatives focused on customer satisfaction and service delivery

• Collaborate with Service Center Leads and Federal Functional Leads to prioritize initiatives
• Support reporting requirements related to technical activities, property accountability, and operational metrics
• Independently analyze and resolve operational challenges within the Service Center

• Maintain clear, concise, and professional communication with technical and non-technical stakeholders
• Translate technical data into actionable insights for leadership decision-making

• U.S. Citizenship required
• Must have the ability to obtain and maintain a government security clearance
• Associate’s degree, technical certification, or equivalent combination of education and experience
• Minimum of 3 years of computer support experience

Technical Knowledge:

• Standalone and networked computer systems
• Local Area Networks (LAN) and Wide Area Networks (WAN)
• PC operating systems (e.g., Microsoft Windows)
• Networking fundamentals and email systems/standards

Core Competencies:

• Demonstrated experience in technical writing and documentation development
• Experience documenting processes, procedures, and support workflows
• Strong analytical, problem-solving, and organizational skills
• Excellent written and verbal communication skills
• Proven ability to work independently with minimal supervision
• Strong customer service orientation with a professional demeanor

• Experience supporting Service Centers in multi-server or enterprise environments
• Experience developing and managing Knowledge Base systems
• Proficiency with reporting tools (e.g., Microsoft Power BI) and data visualization techniques
• Experience building reports tied to IT service management (ITSM) metrics and KPIs
• Familiarity with ITSM tools and ticketing systems (e.g., ServiceNow, Remedy)
• Experience supporting federal or enterprise IT environments
• Knowledge of continuous improvement methodologies and process optimization

This position is primarily office-based and requires prolonged periods of sitting, typing, and working on a computer. Occasional walking, standing, bending, and reaching may be required.

• Ability to lift up to 15 pounds (occasionally more)
• Visual acuity including close, distance, and color vision required
• Ability to communicate effectively in a professional office environment
• Occasional travel and extended hours may be required

This role may include work in field or mixed environments depending on assignment.

• Frequent walking, standing, climbing, and working on uneven terrain
• Ability to use ladders, scaffolding, and wear required PPE
• Ability to lift up to 50 pounds
• Ability to communicate effectively in active environments
• Travel and extended/irregular hours may be required

Quivera Enterprises LLC and its subsidiaries are a 100% tribally owned, SBA-certified Small Disadvantaged Business.

Quivera Enterprises LLC and its subsidiaries are an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status.