Aptive Resources is seeking an experienced Product Owner / Manager for a cloud-based Knowledge Management application supporting the Department of Veteran Affairs Veteran Experience Office (VEO). The Knowledge Management Product Specialist will function as a product owner for an enterprise knowledge management system, used across VA’s contact centers and business lines. They will serve as a liaison with system users, responsible for educating on best practices for usage, troubleshooting issues, and surfacing opportunities for improved functionality and potential new features for the KM product. This role requires excellent written and verbal communication skills as well as client and stakeholder relationship building/management skills.

The Product Owner / Manager must have experience with software development life cycle (SDLC) and Agile development principles. You will lead and support a small diverse team. This position will provide program management support and act as the product champion, to include all the necessary technical, business, and administrative planning; organizing; managing; coordinating; tracking (e.g., schedule, deliverables); performance management, application training, organizational change management and overall ownership of the program activities successfully.

This position fully remote, working during the normal operating hours of 0800 – 1700 EST Monday to Friday, excluding Federal holidays.

• Collaborate with system users to identify system training needs and technical issues and provide guidance and/or issue resolution.
• Identify potential system enhancements and/or knowledge base updates based on user needs and feedback and coordinate with development teams to prioritize and implement viable solutions.
• Manage day-to-day client relationships and communications and client progress meetings and briefings.
• Develop and deliver training to various line of business stakeholders, and end users who will be publishing content within the tool.
• Plan, organize, and facilitate cross-functional meetings with business stakeholders and IT staff and work with client to manage external stakeholder relationships.
• Capture and archive meeting/discussion notes, communication action items, and follow-up for completion.
• Manage project status reporting, scheduling, action item tracking, risk and issue plans, etc.
• Collaborate with clients to identify and define software solution processes, scope, and objectives (people, process, and technology).
• Monitor, prioritize, and track software enhancement requests and statuses.
• Support Project Team with status reporting, scheduling, action item tracking, etc.
• Conduct weekly stakeholder training sessions.
• Support Organizational Change Management creation, communication and training materials.
• Support product team with tracking product bugs, performance, and stakeholder requests.
• Provide forward thinking, strategy and clear objectives for product enhancements, future needs, and resources for improved experience.

• Must be able to obtain a Public Trust Clearance.
• 3-5 years of experience supporting a software product, including experience conducting formal and informal trainings, troubleshooting issues, and recommending product improvements.
• Bachelor’s degree.
• 2 years of experience in a consulting (“trusted advisor”) role.
• Ability to take initiative and work independently.
• Solid time management skills and ability to adapt as priorities change.
• Expertise of project roadmap and timeline management, while assisting in communicating prioritization and execution of requirements to meet needs.
• Excellent communication and interpersonal skills to develop and maintain strong relationships.
• Demonstrated ability to collaborate effectively at all levels of the organization, from executives to front-line personnel.
• Expert proficiency with Microsoft PowerPoint, Excel and Word.
• Expertise in multi-channel change management and training.
• Strong analytical and problem-solving abilities.
• Ability to take initiative and work independently.
• Solid time management skills with ability to adapt as priorities change.
• Detail oriented and forward thinking.
• Legal authorization to work in the U.S.

• Team management and leadership skills.
• Ability to quickly learn, understand, and work with new emerging technologies, methodologies and solutions in the technology space. 
• Experience with Jira (or other project tracking systems).
• Experience maintaining and updating knowledge databases.
• Experience improving knowledge management practices.
• Experience with eGain as a knowledge management platform.
• Project Management certification (Project Management Professional, Agile, Certified Scrum Master).
• Ability to quickly learn, understand, and work with new emerging technologies, methodologies and solutions in the technology space.

Aptive is a modern federal consulting firm focused on human experience, digital services, and business transformation. We harness creativity, technology, and culture to connect people and systems to impact the world. We’re advisors, strategists, and engineers focused on people, above all else.

We believe in generating success collaboratively, leaving client organizations stronger after every engagement and building trust for the next big challenge. Our work inspires people, fuels change and makes an impact. Join our team to be part of positive change in your community and our nation.

Aptive is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, color, national origin, religion, creed, sex, sexual orientation, gender identity, marital status, parental status, veteran status, age, disability, or any other protected class.

Veterans, members of the Reserve and National Guard, and transitioning active-duty service members are highly encouraged to apply.