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Service Center Knowledge Base Article and Rep

6d3c3ae7 D68f 42ba 8b80 A61728680310 19000101 000001 · Albuquerque, NM, US, Albuquerque, NM · Active · $55,000–$59,000 / year · ADP Workforce Now Recruiting

Job facts

FieldValue
Company6d3c3ae7 D68f 42ba 8b80 A61728680310 19000101 000001
TitleService Center Knowledge Base Article and Rep
Normalized title-
Department / team-
LocationAlbuquerque, NM, United States
Work model-
Employment typeFull Time
Salary$55,000–$59,000 / year
Statusactive
ATS providerADP Workforce Now Recruiting
Posted / first seen2026-04-02 / 2026-05-31
Changed / last seen2026-06-06 / 2026-06-06

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Linked records

Company6d3c3ae7 D68f 42ba 8b80 A61728680310 19000101 000001
Sourcec8e5ba7f-bbb9-4491-8ebf-b1aba980c472
ATS providerADP Workforce Now Recruiting

Description

Job Summary 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. NIST SP 800-53 Compliance Requirement 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. Key Responsibilities Knowledge Management & Documentation 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 Reporting & Data Analysis 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 Operational Performance & Continuous Improvement 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 Collaboration & Leadership Support 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 Communication & Stakeholder Engagement Maintain clear, concise, and professional communication with technical and non-technical stakeholders Translate technical data into actionable insights for leadership decision-making Required Qualifications 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 Preferred Qualifications 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 Physical Demands – IT / Office Role 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 Physical Demands – Construction / Field Role 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 Equal Employment Opportunity Statement 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.

Full job record

Job ID508e0daa15c965338d8575a8bed5598c86e52b8c
Org ID8341309d-c27b-4e96-aa54-795f64948641
Source IDc8e5ba7f-bbb9-4491-8ebf-b1aba980c472
Board IDc8e5ba7f-bbb9-4491-8ebf-b1aba980c472
Provideradp_workforcenow
Provider Job Key550463
TitleService Center Knowledge Base Article and Rep
Normalized Title—
Statusactive
Activeyes
Location TextAlbuquerque, NM, US, Albuquerque, NM
Department—
Team—
Employment Typefull_time
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CountryUnited States
RegionNM
CityAlbuquerque
Salary Raw55000.00 To 59000.00 (USD) Annually
Salary Min55,000
Salary Max59,000
Salary CurrencyUSD
Salary Periodyear
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First Seen At2026-05-31 18:54:48Z
Last Seen At2026-06-06 12:33:11Z
Last Checked At2026-06-06 12:33:11Z
Last Changed At2026-06-06 12:33:11Z
Inactive At—
Source Posted At2026-04-02 18:24:00Z
Source Updated At—
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    "requisitionDescription": "<div><h3 data-section-id=\"1c14gp9\" data-start=\"387\" data-end=\"408\" data-pasted=\"true\"><strong data-start=\"391\" data-end=\"406\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\">Job Summary</span></strong></h3><p data-start=\"409\" data-end=\"831\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\">Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, is seeking a <strong data-start=\"492\" data-end=\"531\">Service Center KBA &amp; Reporting Lead</strong> 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.</span></p><p data-start=\"833\" data-end=\"1078\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\">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.</span></p><hr data-start=\"1080\" data-end=\"1083\"><h3 data-section-id=\"1ems1lg\" data-start=\"1085\" data-end=\"1132\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\"><strong data-start=\"1089\" data-end=\"1130\">NIST SP 800-53 Compliance Requirement</strong></span></h3><p data-start=\"1133\" data-end=\"1485\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\">All personnel must operate within the <strong data-start=\"1171\" data-end=\"1212\">NIST SP 800-53</strong> framework developed by the <strong data-start=\"1240\" data-end=\"1281\">National Institute of Standards and Technology</strong>, ensuring compliance with federal cybersecurity requirements, including the <strong data-start=\"1358\" data-end=\"1399\">Federal Information Security Modernization Act</strong>. This includes adherence to technical, operational, and management security controls.</span></p><hr data-start=\"1487\" data-end=\"1490\"><h3 data-section-id=\"165gfiz\" data-start=\"1492\" data-end=\"1520\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\"><strong data-start=\"1496\" data-end=\"1520\">Key Responsibilities</strong></span></h3><h4 data-start=\"1522\" data-end=\"1567\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\"><strong data-start=\"1527\" data-end=\"1567\">Knowledge Management &amp; Documentation</strong></span></h4><ul data-start=\"1568\" data-end=\"1846\"><li data-section-id=\"k9qcwj\" data-start=\"1568\" data-end=\"1646\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Develop, maintain, and continuously improve Knowledge Base Articles (KBAs)</li><li data-section-id=\"zrm43j\" data-start=\"1647\" data-end=\"1749\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Create and maintain documentation for support models, procedures, and standard operating practices</li><li data-section-id=\"obgqc6\" data-start=\"1750\" data-end=\"1846\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Document customer support issues, workflows, and internal processes using structured systems</li></ul><h4 data-start=\"1848\" data-end=\"1882\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\"><strong data-start=\"1853\" data-end=\"1882\">Reporting &amp; Data Analysis</strong></span></h4><ul data-start=\"1883\" data-end=\"2165\"><li data-section-id=\"57te5c\" data-start=\"1883\" data-end=\"1978\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Design and generate customized reports and dashboards related to Service Center performance</li><li data-section-id=\"nezugz\" data-start=\"1979\" data-end=\"2065\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Analyze KPIs (e.g., first contact resolution rate, ticket volume, resolution time)</li><li data-section-id=\"eiezc7\" data-start=\"2066\" data-end=\"2165\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Utilize tools such as Microsoft Power BI to develop data visualizations and actionable insights</li></ul><h4 data-start=\"2167\" data-end=\"2224\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\"><strong data-start=\"2172\" data-end=\"2224\">Operational Performance &amp; Continuous Improvement</strong></span></h4><ul data-start=\"2225\" data-end=\"2516\"><li data-section-id=\"15onfe3\" data-start=\"2225\" data-end=\"2311\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Analyze incident trends and operational data to identify improvement opportunities</li><li data-section-id=\"gtj4ol\" data-start=\"2312\" data-end=\"2415\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Evaluate Service Center support models and recommend enhancements to efficiency and service quality</li><li data-section-id=\"1qah7d7\" data-start=\"2416\" data-end=\"2516\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Support continuous improvement initiatives focused on customer satisfaction and service delivery</li></ul><h4 data-start=\"2518\" data-end=\"2561\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\"><strong data-start=\"2523\" data-end=\"2561\">Collaboration &amp; Leadership Support</strong></span></h4><ul data-start=\"2562\" data-end=\"2862\"><li data-section-id=\"1epei6m\" data-start=\"2562\" data-end=\"2658\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Collaborate with Service Center Leads and Federal Functional Leads to prioritize initiatives</li><li data-section-id=\"cqktl5\" data-start=\"2659\" data-end=\"2775\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Support reporting requirements related to technical activities, property accountability, and operational metrics</li><li data-section-id=\"9kjrb6\" data-start=\"2776\" data-end=\"2862\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Independently analyze and resolve operational challenges within the Service Center</li></ul><h4 data-start=\"2864\" data-end=\"2911\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\"><strong data-start=\"2869\" data-end=\"2911\">Communication &amp; Stakeholder Engagement</strong></span></h4><ul data-start=\"2912\" data-end=\"3102\"><li data-section-id=\"11k2lsu\" data-start=\"2912\" data-end=\"3017\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Maintain clear, concise, and professional communication with technical and non-technical stakeholders</li><li data-section-id=\"18ib1ew\" data-start=\"3018\" data-end=\"3102\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Translate technical data into actionable insights for leadership decision-making</li></ul><hr data-start=\"3104\" data-end=\"3107\"><h3 data-section-id=\"1oxfx0t\" data-start=\"3109\" data-end=\"3140\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\"><strong data-start=\"3113\" data-end=\"3140\">Required Qualifications</strong></span></h3><ul data-start=\"3142\" data-end=\"3421\"><li data-section-id=\"1kndh7n\" data-start=\"3142\" data-end=\"3175\" style=\"font-size: 11px; font-family: verdana, sans-serif;\"><strong data-start=\"3144\" data-end=\"3173\">U.S. Citizenship required</strong></li><li data-section-id=\"v620ya\" data-start=\"3176\" data-end=\"3260\" style=\"font-size: 11px; font-family: verdana, sans-serif;\"><strong data-start=\"3178\" data-end=\"3258\">Must have the ability to obtain and maintain a government security clearance</strong></li><li data-section-id=\"11fwyjb\" data-start=\"3261\" data-end=\"3363\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Associate&rsquo;s degree, technical certification, or equivalent combination of education and experience</li><li data-section-id=\"14fgsbr\" data-start=\"3364\" data-end=\"3421\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Minimum of <strong data-start=\"3377\" data-end=\"3388\">3 years</strong> of computer support experience</li></ul><p data-start=\"3423\" data-end=\"3447\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\"><strong data-start=\"3423\" data-end=\"3447\">Technical Knowledge:</strong></span></p><ul data-start=\"3448\" data-end=\"3659\"><li data-section-id=\"h36nfs\" data-start=\"3448\" data-end=\"3493\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Standalone and networked computer systems</li><li data-section-id=\"249mei\" data-start=\"3494\" data-end=\"3552\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Local Area Networks (LAN) and Wide Area Networks (WAN)</li><li data-section-id=\"uuijtg\" data-start=\"3553\" data-end=\"3603\" style=\"font-size: 11px; 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font-family: verdana, sans-serif;\">Experience supporting Service Centers in multi-server or enterprise environments</li><li data-section-id=\"14zvpvt\" data-start=\"4215\" data-end=\"4276\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Experience developing and managing Knowledge Base systems</li><li data-section-id=\"f91onr\" data-start=\"4277\" data-end=\"4374\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Proficiency with reporting tools (e.g., Microsoft Power BI) and data visualization techniques</li><li data-section-id=\"19qjbo6\" data-start=\"4375\" data-end=\"4460\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Experience building reports tied to IT service management (ITSM) metrics and KPIs</li><li data-section-id=\"1f9yakg\" data-start=\"4461\" data-end=\"4541\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Familiarity with ITSM tools and ticketing systems (e.g., ServiceNow, Remedy)</li><li data-section-id=\"9s9buf\" data-start=\"4542\" data-end=\"4605\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Experience supporting federal or enterprise IT environments</li><li data-section-id=\"1wz9efw\" data-start=\"4606\" data-end=\"4684\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Knowledge of continuous improvement methodologies and process optimization</li></ul><hr data-start=\"4686\" data-end=\"4689\"><h3 data-section-id=\"lx8k5u\" data-start=\"4691\" data-end=\"4734\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\"><strong data-start=\"4695\" data-end=\"4734\">Physical Demands &ndash; IT / Office Role</strong></span></h3><p data-start=\"4736\" data-end=\"4922\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\">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.</span></p><ul data-start=\"4924\" data-end=\"5183\"><li data-section-id=\"4iafee\" data-start=\"4924\" data-end=\"4979\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Ability to lift up to 15 pounds (occasionally more)</li><li data-section-id=\"lkko2g\" data-start=\"4980\" data-end=\"5050\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Visual acuity including close, distance, and color vision required</li><li data-section-id=\"wdnz3w\" data-start=\"5051\" data-end=\"5126\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Ability to communicate effectively in a professional office environment</li><li data-section-id=\"v82wb0\" data-start=\"5127\" data-end=\"5183\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Occasional travel and extended hours may be required</li></ul><hr data-start=\"5185\" data-end=\"5188\"><h3 data-section-id=\"uuvii8\" data-start=\"5190\" data-end=\"5242\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\"><strong data-start=\"5194\" data-end=\"5242\">Physical Demands &ndash; Construction / Field Role</strong></span></h3><p data-start=\"5244\" data-end=\"5326\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\">This role may include work in field or mixed environments depending on assignment.</span></p><ul data-start=\"5328\" data-end=\"5616\"><li data-section-id=\"db23et\" data-start=\"5328\" data-end=\"5399\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Frequent walking, standing, climbing, and working on uneven terrain</li><li data-section-id=\"1lcyk6j\" data-start=\"5400\" data-end=\"5462\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Ability to use ladders, scaffolding, and wear required PPE</li><li data-section-id=\"1kfzjam\" data-start=\"5463\" data-end=\"5498\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Ability to lift up to 50 pounds</li><li data-section-id=\"1oakb3d\" data-start=\"5499\" data-end=\"5560\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Ability to communicate effectively in active environments</li><li data-section-id=\"11of5p6\" data-start=\"5561\" data-end=\"5616\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Travel and extended/irregular hours may be required</li></ul><hr data-start=\"5618\" data-end=\"5621\"><h3 data-section-id=\"1r1749y\" data-start=\"5623\" data-end=\"5669\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\"><strong data-start=\"5627\" data-end=\"5669\">Equal Employment Opportunity Statement</strong></span></h3><p data-start=\"5671\" data-end=\"5790\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\">Quivera Enterprises LLC and its subsidiaries are a <strong data-start=\"5722\" data-end=\"5789\">100% tribally owned, SBA-certified Small Disadvantaged Business</strong>.</span></p><p data-start=\"5792\" data-end=\"6088\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\">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.</span></p></div>\n",
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