Jared Davidson

Knowledge Manager for the VA Enteprise Service Desk (VA ESD) from 2023 – Present

• Managed a team of 6 Knowledge Analysts/Engineers overseeing the Tier 1 and Tier 0 knowledge for the VA ESD
• Provided oversight of two key SLAs around knowledge tasks (5 day closure, 2 hour response), ensuring those SLAs were met at 100% and 99.9% respectively over the span of the contract
• Collaborated with the VA on key initiatives to improve processes and implement new technologies to automate customer interactions
• Worked with VA counterparts on process improvements and technology recommendations to improve the overall Knowledge Management workflow
• Provided input on process flows to automate NT account enablements, the first use case for full automation using NICE Autopilot

Knowledge Manager for the GSA Federal Service Desk (GSA FSD) from 2020-2023

• Developed and implemented Knowledge Management processes for the GSA FSD program.
• Transitioned existing knowledge from previous contract prior to go-live and published into ServiceNow.
• Worked with ServiceNow developers to build enhancements to Knowledge module that streamline KM processes.
• Participated in agile meetings to track upcoming changes to SAM.gov and FSD.gov and plan for changes to knowledge base.
• Assisted with the design of use cases for Google CCAI based on existing knowledge articles.
• Oversaw other smaller Knowledge Management initiatives/programs such as GDMS, USAF e911, OneGDIT, MSD.

Knowledge Engineer that worked on the VA Enterprise Service Desk project from before program launch to mid 2020.

• Drafted process documents during the transition period to meet contractual requirements and transition milestones.
• Created/Implemented standardized processes and strategy for managing a Tier 1/0 knowledge base that exceeded 4700 Knowledge Articles at the start of the contract.
• Assisted a team of Knowledge Analysts with day-to-day tasks and deliverables
• Provided internal approval on all new articles, edits, and retirements within the VA ESD Knowledge Base for Tier 1/0.
• Developed and reported weekly metrics to the VA to measure the output of our Knowledge team.
• Worked with VA counterparts daily, both from Knowledge Management and within the structure for all VA applications.
• Communicated with other work streams within our contract to ensure that all parties involved were aware of upcoming changes to knowledge or ESD processes.
• Collaborated with internal and external business partners on new ITSM tool features to streamline business processes.

• Junior Software Tester that with CSRA from January 2017 to December 2017.
• Performed UAT for the Filesconnect implementation in Salesforce (Browser based application and Mobile App).
• Tested six separate Workday integrations implemented for the Annual Enrollment 2018 process.
• Leveraged to the 411 eHelp content team for two months; created and updated knowledge articles for the 411 website and assisted with creating a repeatable process for developing content.