Remote Service Desk Knowledge Analyst & Technical Writer

SAIC; United States; À distance; USD 40 000 - 80 000; Plein temps

Résumé du poste

SAIC is seeking a Service Desk Knowledge Analyst / Technical Writer for a remote position. The role centers on managing knowledge articles, SOPs, and training materials for Tier 0/1 support, ensuring accuracy, clarity, and alignment with service desk processes.

You will collaborate with service desk leaders, SMEs, CRMs, and KM to capture procedures, develop content, and drive continuous improvement through metrics and governance.

Qualifications

• Bachelor's degree and 0 years of experience required; additional years considered in lieu of degree.
• Demonstrated experience creating or maintaining technical documentation, SOPs, or knowledge articles.
• Strong written communication skills 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; able to manage multiple requests and deadlines.
• Proficiency with common Office tools and familiarity with knowledge management or ticketing systems (ServiceNow, Remedy).

Responsabilités

• Review and maintain Tier 0/Tier 1 knowledge articles for accuracy and clarity.
• Monitor feedback to identify articles to improve, consolidate, or retire.
• Identify knowledge gaps and propose new or updated articles.
• Participate in Knowledge Article Review Board (KARB) with proposed changes.
• Collaborate with service desk leadership, SMEs, and CRMs on knowledge updates.
• Coordinate with KM to ensure articles meet standards and governance.
• Translate SME inputs into clear knowledge articles and SOPs for Tier 1 agents.
• Ensure alignment of content with customer expectations and contractual requirements.
• Develop training materials (slides, guides, job aids) aligned to finalized articles.
• Support internal training sessions for new services or major changes.

Connaissances

Technical writing

Written communication

Collaboration

Attention to detail

MS Office / Office 365

Knowledge management systems

Formation

Bachelor's degree

Outils

ServiceNow

Remedy

Description du poste

SAIC is seeking a Service Desk Knowledge Analyst / Technical Writer for a remote position. The role centers on managing knowledge articles, SOPs, and training materials for Tier 0/1 support, ensuring accuracy, clarity, and alignment with service desk processes.

You will collaborate with service desk leaders, SMEs, CRMs, and KM to capture procedures, develop content, and drive continuous improvement through metrics and governance.