Remote: Service Desk Knowledge Analyst & Technical Writer

SAIC

Athens (GA)

Remoto

USD 65.000 - 90.000

Tempo pieno

8 giorni fa

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Descrizione del lavoro

SAIC is seeking a Service Desk Knowledge Analyst / Technical Writer in a remote role. The analyst will develop, maintain, and improve internal knowledge assets for Tier 0/1 support, acting as a link between service desk agents, owners, CRMs, KM, trainers, and leadership to ensure knowledge content is accurate and aligned.

The role requires collaboration, experience in knowledge management or training development, and familiarity with ticketing systems.

Competenze

Bachelor’s degree; zero years of experience.
Two years of IT service desk experience.
Experience in knowledge management, technical writing, or training development.
Experience in a large, multi-team service desk or contact center environment.
HTML and CSS experience preferred.

Mansioni

Develop, maintain, and improve internal knowledge assets for Tier 0/1 support.
Monitor feedback to consolidate or retire articles.
Participate in Knowledge Article Review Board (KARB) and present changes.
Collaborate with Service Desk Leadership, SMEs, and CRMs.
Translate procedures into clear knowledge articles and SOPs.
Assist with training material development and alignment with the knowledge base.
Track article lifecycle and ensure ownership and reviews.
Engage with stakeholders during onboarding of new services or major changes.