Knowledge Base Content Manager Jobs in Tennessee

Boston Government Services, LLC. (BGS) has created this Evergreen Talent Pool post for gathering qualified candidates for a position relating to Security Front Door-Service Desk Analyst to support our clients in various locations across the US. BGS is an engineering, technology, and security firm helping to advance missions of national importance for government programs, national laboratories, national security facilities, nuclear operations, and complex projects. We support clients at every stage, from strategic planning and program management to the execution of engineering and technical activities. We work to attract and retain the best talent because the best talent delivers the best results for our clients. Our capabilities are based on our experience in complex, secure, and highly regulated environments. We leverage our experience and capabilities to provide mission-driven solutions tuned to our client's mission needs and strategic direction. Work that Matters. People that Matter More. At BGS, we believe meaningful work starts with great people. We foster a culture built on respect, collaboration, and accountability—where employees are empowered to contribute ideas, grow professionally, and make an impact. We care about our employees’ well-being through competitive benefits, clear expectations, and an environment that values both excellence and connection. If you align with BGS’ company values and culture, we would love for you to explore opportunities to join our growing team by checking out the job description below! Responsibilities: The Security Front Door-Service Desk Analyst provides first-line information security and privacy support to client employees, contractors, and stakeholders. This role handles security inquiries, triages tickets, routes requests, maintains knowledge base content, and escalates complex or policy-sensitive matters to appropriate Government or technical personnel.
• Provide information security and privacy support during core business hours.
• Intake, triage, route, and document security-related tickets and inquiries using approved Government systems.
• Provide process assistance and technical guidance for common cybersecurity and privacy requests.
• Escalate complex, sensitive, or policy-related matters to designated Government officials.
• Maintain knowledge base articles, FAQs, subject matter contact lists, and recurring support materials.
• Track inquiry volume, categories, resolution trends, and support metrics for reporting.
• Coordinate with ISSOs, system owners, privacy coordinators, SOC, RMF, vulnerability, and engineering teams as needed. Requirements: • Bachelor’s Degree or equivalent.
• Experience in cybersecurity support, IT service desk, security operations support, privacy/security intake, or technical customer support.
• Familiarity with ticketing systems, cybersecurity terminology, RMF processes, security/privacy requests, and escalation workflows.
• Ability to communicate clearly with users and document support activity accurately.
• Strong customer-service orientation with good judgment for escalation.
• Must be a U.S. citizen.
• Successful drug screening.
• Must be eligible to obtain and maintain a security or clearance badge. Preferred Qualifications: • Security+, ITIL Foundation, Network+, CySA+, or equivalent. Location/Work Arrangement:
• Schedule is full-time, Monday – Friday 40-hour week, 4/10’s, or 9/80’s and may require on call or overnight shifts depending on contract needs.
• This position may be fully onsite or hybrid/remote depending on the needs of the specific contract. Benefits:
BGS offers a competitive total compensation package to eligible employees. Benefits include Health, Dental, Vision, Life Insurance, Paid Vacation, 401K, Long and Short-Term Disability. Starting compensation for this role typical salary ranges between $136,849 – $160,999 annually is commensurate with experience relative to the position and may vary based on candidate geographical location. EEO:
BGS is an Equal Opportunity/Affirmative Action employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status. Exclusive Agreement Disclaimer:
BGS has standing contracts with federal agencies throughout the United States. We require an affirmative exclusive agreement to represent all candidates to our clients. By submitting this application, you are consenting to allow BGS to represent you as a candidate for the role in which you are applying.