[Hiring] Enterprise Knowledge Management & Process Improvement Specialist @Shadow Objects

Role Description

ShadowObjects LLC is seeking an Enterprise Knowledge Management & Process Improvement Specialist to support a Department of the Navy enterprise procurement and eBusiness Tier 2 support capability. The position is responsible for converting resolved support issues into reusable knowledge, standardized processes, job aids, training content, and measurable service improvements across the DON procurement and eBusiness ecosystem.

The role will work across interconnected procurement processes, data, and systems, including, as applicable:

• ePS
• AMS
• Navy ERP
• PIEE
• SAM.gov
• NECO
• Other current or emerging DON and DoD procurement platforms and interfaces

Working directly with Tier 2 leadership, procurement subject-matter experts, analysts, users, system program offices, and other stakeholders, this individual will help reduce recurring support demand and improve the consistency and quality of service across the enterprise. This is not primarily a document-control position. The role requires someone who can identify why recurring issues happen across policy, process, data, systems, and organizational handoffs and turn that insight into lasting operational improvements.

Qualifications

• Bachelor’s degree in business, management, information systems, instructional design, organizational development, knowledge management, communications, or a related discipline.
• Minimum 5 years of relevant experience in knowledge management, process improvement, business process analysis, training development, service management, or a similar field.
• Demonstrated ability to translate complex processes or technical information into clear, usable guidance.
• Experience creating knowledge articles, SOPs, job aids, process documentation, or training materials.
• Experience documenting and analyzing end-to-end business processes.
• Ability to understand and document workflows that cross multiple systems and organizations.
• Strong writing and editing skills.
• Demonstrated ability to work with subject-matter experts and extract actionable knowledge.
• Experience facilitating process-improvement or root-cause-analysis activities.
• Ability to manage multiple knowledge products and maintain configuration/version control.
• Excellent organizational and interpersonal skills.
• Strong attention to detail while maintaining focus on operational outcomes.
• Active DoD SECRET clearance.

Requirements

• Experience supporting the Department of Defense or Department of the Navy.
• Experience with federal acquisition, procurement, contracting, financial management, or Procure-to-Pay processes.
• Familiarity with the DON and DoD eBusiness ecosystem, including systems such as ePS, AMS, Navy ERP, PIEE, SAM.gov, NECO, or comparable procurement platforms.
• Experience documenting processes, dependencies, and user workflows across multiple enterprise applications.
• Experience supporting a Tier 2 help desk, service desk, customer-support organization, or ITSM environment.
• Familiarity with ServiceNow or comparable knowledge- and case-management platforms.
• Knowledge of Knowledge-Centered Service/KCS or comparable knowledge-management practices.
• Experience with Lean, Six Sigma, business-process reengineering, or other continuous-improvement methodologies.
• Experience developing digital training or performance-support materials.
• Familiarity with Microsoft Power Automate, Power Apps, Copilot, AI-assisted knowledge tools, or comparable automation platforms.
• Experience developing process maps using Visio, Lucidchart, BPMN, or similar tools.
• Familiarity with content analytics, knowledge-base usage metrics, search analytics, or training-effectiveness measurement.
• Knowledge of DoD CUI and records-management requirements.

Core Competencies

• Enterprise knowledge management
• Business-process improvement
• Systems thinking
• Technical writing
• Facilitation
• Root-cause analysis
• Instructional communication
• Change enablement
• Continuous improvement
• Collaboration