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Knowledge Management Specialist

McLean, Virginia

Company Overview

ID.me is a high-growth enterprise software company that simplifies how people prove and share their identity online.  The company empowers people to control their data through a portable and trusted login, which means they don’t need to create a new password when visiting sites that have the ID.me button.  ID.me’s digital identity network has over 117 million registered members, and is used by fourteen federal agencies, agencies in 30 states and over 600 corporations for secure identity proofing and verification.

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. In addition to helping people control their credentials and data, the company’s “No Identity Left Behind” initiative strives to expand digital access and inclusion for all people. The company offers multiple pathways to identity verification – online self-serve, live video chat agents, and in person.  ID.me is passionate about building a robust identity network that does not compromise access for traditionally underserved groups.

ID.me has received numerous awards including Deloitte’s 2023 Technology Fast 500, Washington Business Journal’s Fastest Growing Companies, Entrepreneur Magazine’s 100 Brilliant Companies and Wall Street Journal’s Startup of the Year finalist.  In recent quarters, ID.me announced it raised $132 million in Series D funding, led by Viking Global Investors with participation from CapitalG, Morgan Stanley Counterpoint, FTV Capital, PSP Growth, Auctus Investment Group, Moonshots Capital, and Scout Ventures. ID.me’s most recent round brings the total investment in ID.me to over $275 million since its founding in 2010.

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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