Remote Service Desk Knowledge Analyst & Technical Writer

SAIC; New York (NY); À distance; USD 55 000 - 75 000; Plein temps

Résumé du poste

SAIC is seeking a remote Service Desk Knowledge Analyst / Technical Writer to develop, maintain, and improve internal knowledge assets for Tier 0 and Tier 1 support. The role connects service desk agents, SMEs, CRMs, KM, trainers, and leadership to ensure articles and SOPs are accurate and aligned.

The position emphasizes internal audiences only, non-supervisory, with collaboration across multiple teams and a requirement to obtain a Secret clearance and U.S. citizenship.

Qualifications

• Bachelor's degree required; zero years of experience, with degree plus potential for case-based experience.
• Demonstrated experience creating or maintaining technical documentation, SOPs, or knowledge articles.
• Strong written communication skills; ability to translate technical information into clear, step-by-step instructions.
• Ability to collaborate effectively with diverse stakeholders (agents, SMEs, managers, project staff).
• Strong attention to detail and organizational skills; manage multiple requests and deadlines.
• Proficiency with Microsoft Office/365 and familiarity with KM or ticketing systems (e.g., ServiceNow, Remedy).

Responsabilités

• Manage and improve Tier 0/Tier 1 knowledge articles for accuracy and clarity.
• Monitor feedback to identify articles needing updates, consolidation, or retirement.
• Identify knowledge gaps and propose new or updated articles.
• Participate in Knowledge Article Review Board (KARB) meetings and incorporate feedback.
• Collaborate with service desk leadership, SMEs, and CRMs to prioritize updates based on impact.
• Capture procedures with SMEs and translate into structured knowledge articles and SOPs.
• Coordinate with KM to ensure articles meet standards, templates, taxonomy, and governance.
• Submit new/updated articles through KM workflows for publication.
• Track lifecycle status of articles and document owners and cadences.
• Engage with service owners and CRMs when new services or changes occur.
• Document required Tier 0/1 procedures and troubleshooting flows.
• Translate technical/design content into clear knowledge articles and SOPs.
• Develop training materials (slides, quick references, job aids, e-learning outlines) from finalized content.
• Ensure alignment between knowledge base and training materials.
• Deliver internal training on new services or major updates.

Connaissances

Communication

Written communication

Analytical thinking

Collaboration

Attention to detail

Organizational skills

Ability to translate technical to end‑

Formation

Bachelor's degree

0 years experience

ITIL knowledge (preferred)

Outils

ServiceNow

Remedy

HTML

CSS

Description du poste

SAIC is seeking a remote Service Desk Knowledge Analyst / Technical Writer to develop, maintain, and improve internal knowledge assets for Tier 0 and Tier 1 support. The role connects service desk agents, SMEs, CRMs, KM, trainers, and leadership to ensure articles and SOPs are accurate and aligned.

The position emphasizes internal audiences only, non-supervisory, with collaboration across multiple teams and a requirement to obtain a Secret clearance and U.S. citizenship.