Serco Inc.

Knowledge Base Analyst III - Herndon, VA or Bethesda, MD

Recruiting Location : Location
Business Systems/Analysis
Position Type
Security Clearance
Clearance Details
CMS EBI and Drug Screening

Position Description

The Knowledge Base Analyst III analyzes and documents one or more of an organization`s processes and meets with subject matter experts within the organization to gather process information and/or requirements.  The Knowledge Base Analyst III designs and documents new processes and obtains organizational feedback and communicates process flows or requirements to staff for software development efforts or as part of procedural training.  This position is within a Program Management Office responsible for overseeing multiple functions. The position provides program team employee support and knowledge management services.

Full-time remote work is currently in effect due to the pandemic. When it is safe to return to work, this role will primarily be located in Serco’s Herndon, VA office or Serco's Bethesda, MD office. Weekly work-from-home days are allowed for all candidates.



  • Develops, updates, maintains, and produces knowledge content and information.

  • Research, monitors, and evaluates change requests and SME feedback, ensuring comments and questions are addressed and content is updated accordingly.

  • Keeping knowledge content and information up-to-date and manages the format and language of knowledge so that a user can more easily utilize it.

  • Work closely with other groups, stakeholders, and leadership to improve knowledge integration while facilitating seamless exchange of information.

  • Produces products that conform to the accessibility, governance, quality, and style guide standards.

  • Relies on extensive experience and judgment to plan and accomplish goals. 

  • May interact with senior level staff to propose process modifications.



  • Requires a Bachelor’s Degree in Instructional Systems Design, Education, Training/Curriculum Development or a related field.
  • 8 to 10 years of relevant work experience
  • Certifications and other specialized training will be considered

Technical Competencies:

  • Proficiency in Microsoft Office products
  • Experience with Microsoft Visio and creation of process flow diagrams
  • Proficiency in using Microsoft SharePoint, Wiki, and other Content Management systems to manage and maintain organizational content
  • Experience with Panviva SupportPoint and/or other Knowledge Management Systems
  • Familiarity with and implementing the section 508-conformance requirements of the Rehabilitation Act.


  • Excellent writing skills.
  • Ability to effectively communicate with targeted audiences.
  • Coordination with a larger virtual team to develop employee support tools to meet performance needs.
  • Candidate to be able to create flowcharts, process descriptions, SOPs and other materials.
  • Delivery of content to a busy workforce in easily consumable formats.
  • Working knowledge of industry standard knowledge management (KM), business process engineering.
  • Proven experience working in a complex technology/enterprise solutions/systems implementation environment

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco Americas has approximately 8,000 employees and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset - we listen, respect and support them throughout their career at Serco. We invite you to become part of our dynamic team. Serco is an equal opportunity employer committed to diversifying our workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).


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