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Knowledge Management Specialist

McLean, Virginia

Company Overview

ID.me is the next-generation digital identity network that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly log in across websites without having to create a new login or verify their identity again. 130 million members experience streamlined login and identity verification with ID.me at 16 federal agencies, 30 states, and 56 healthcare organizations. More than 600 consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships.

ID.me’s technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. ID.me is committed to “No Identity Left Behind” to enable all people to have a secure digital identity. To learn more, visit https://network.id.me/.

Role Overview

The Knowledge Management Specialist will play a crucial role in managing and optimizing resources for the Member Operations team. This role focuses on developing, curating, and maintaining a high-quality, up-to-date, and searchable knowledge base, ensuring accuracy and accessibility to enhance team performance. Success in this position requires expertise in knowledge management or information architecture, process optimization, and cross-functional coordination within a dynamic, fast-moving environment.

Responsibilities: 

  • Define the knowledge management strategy for Member Operations, ensuring an accurate, relevant, and searchable knowledge base for multiple audiences. 
  • Work effectively with multiple stakeholders across the organization, including: change management, service teams, trainers, curriculum developers, and subject matter experts. Identify gaps and develop and support new and existing content.
  • Regularly evaluate content effectiveness using performance metrics and agent feedback, making necessary adjustments to improve the knowledge base’s efficiency and impact.
  • Develop and deploy templates and writing guides based on best practices; develop the team to ensure they are achieving or surpassing standards, while working collaboratively to develop content as required. 
  • Serve as a subject matter expert on all Member Operations knowledge base and content management initiatives, offering critical insights to improve the overall effectiveness of the knowledge management program.
  • Engage in cross-functional collaboration to support overall business objectives/ goals.

Education and Experience:

  • Bachelor’s degree in Information Science or related fields
  • Minimum of 5 years of experience in a knowledge management, content management, or information architecture role(s)
  • Proven experience with information architecture in Confluence is required
  • Proficiency in using Mac operating systems 
  • Proficiency in using Google Suite and/or Microsoft Office Suite
  • Proven experience in managing and optimizing knowledge bases/repositories or other content management or information architecture systems.

Required Skills & Competencies:

  • Excellent verbal communication and writing skills, with the ability to distill complex information into clear, engaging content
  • Passion for fostering a culture of continuous learning and development
  • Excellent interpersonal skills and capable of de-escalating conflict
  • Ability to work cross-functionally, leading collaboration as required with teams from across the organization.
  • Strong project management skills, with the ability to manage multiple projects simultaneously focused on solving problems and delivering results
  • Ability and willingness to work in-office five days per week 
  • Ability to thrive in a fast-paced environment when there are changing priorities 
  • Ability to be a detail-oriented team player with a strong, self-managing work ethic
  • Ability to be a self-starter with a passion for learning and continuous improvement

ID.me applicants must be able to pass a background check including: criminal background and a review of credit reports (not credit scores).

ID.me maintains a work environment free from discrimination, where employees are treated with dignity and respect. All ID.me employees share in the responsibility for fulfilling our commitment to equal employment opportunity. ID.me does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. ID.me adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, ID.me's policy is to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works. Upon request we will provide you with more information about such accommodations.

Please review our Privacy Policy, including our CCPA policy, at id.me/privacy. If you provide ID.me with any personally identifiable information you confirm that you have read and agree to be bound by the terms and conditions set out in our Privacy Policy.

ID.me participates in E-Verify.

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