Service Desk Knowledge Analyst-Technical Writer

SAIC; Athens (GA); Remote; USD 65,000 - 90,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Knowledge management

Technical writing

Training development

HTML CSS

Analytical thinking

Customer focus

Quality orientation

Education

Bachelor's degree

Tools

ServiceNow

Remedy

Microsoft Office 365

Job description

SAIC is seeking a Service Desk Knowledge Analyst / Technical Writer. This is a remote position.

The Analyst is responsible for developing, maintaining, and improving internal knowledge assets used by service desk agents to perform Tier 0 and Tier 1 support. The position serves as a key connector between service desk agents, service owners, Customer Relationship Managers (CRMs), Knowledge Management (KM), trainers, and service desk leadership to ensure that knowledge articles, SOPs, and training materials are accurate, consistent, and aligned across all sections of the service desk.

• Monitor and analyze feedback from service desk agents to identify articles that need improvement, consolidation, or retirement.
• Serve as an active member of the Knowledge Article Review Board (KARB), presenting proposed changes and incorporating feedback into revised content.
• Collaboration with Service Desk Leadership, SMEs, and CRMs
• Partner with service desk leadership to prioritize knowledge updates based on operational impact (e.g., Work closely with subject matter experts (SMEs) within the service desk to capture detailed procedures and troubleshooting steps and translate them into structured, user‑friendly knowledge articles and SOPs.
• Coordinate with Customer Relationship Managers (CRMs) to ensure internal knowledge content aligns with customer expectations, service definitions, and contractual requirements.
• Collaborate with KM resources to ensure all articles adhere to organizational standards, templates, taxonomy, and governance policies.
• Track the lifecycle status of knowledge articles (draft, review, published, retired) and ensure assigned owners and review cadences are documented and followed.
• Engage early with service owners, project managers, and CRMs when new services, major changes, or new customers are onboarding to the service desk.
• Identify and document required Tier 0 and Tier 1 support procedures, including common requests, incident types, and troubleshooting flows.
• Convert technical and design documentation, SME input, and operational requirements into clear, concise service desk knowledge articles and SOPs tailored to Tier 1 agents.
• Training Material Development and Support
  • In close coordination with training staff and service desk leadership, develop training materials (e.g., slide decks, quick reference guides, job aids, and outlines for e‑learning content) based on finalized knowledge articles and SOPs.
  • Ensure alignment between the knowledge base and training materials so that agents receive consistent guidance regardless of source.
  • Support or conduct internal training sessions or walk‑throughs for service desk agents for new services, major changes, or significant updates to existing SOPs and knowledge.
  • Ensure knowledge articles and SOPs are consistently understood and applied across all sections, teams, and shifts of the service desk.
  • Act as a central point of contact for questions regarding the content and structure of Tier 0/Tier 1 knowledge used by the service desk.
  • Recommend process enhancements for knowledge capture, review, and maintenance to improve service desk efficiency and first-contact resolution.
  • Participate in internal process improvement initiatives related to knowledge, documentation, and training within the service desk.
• Internal Focus Only: This position supports internal stakeholders and service desk operations. It does not have direct customer‑facing responsibilities.
• Non‑Supervisory: This role does not directly supervise staff but influences how multiple sections of the service desk operate by managing and improving shared knowledge assets.

• Service desk agents and SMEs
• Service desk supervisors and managers
• Customer Relationship Managers (CRMs)
• Trainers / Training coordinators
• Service owners and project managers (for new services/changes)

• Bachelor's degree and 0 (zero) years of experience. frontline agents, technical SMEs, managers, project staff).
• Proficiency with common office productivity tools (e.g., Microsoft Office/365) and familiarity with knowledge management or ticketing systems (e.g., ServiceNow, Remedy, etc.).
• Must be able to obtain a Secret Clearance; Interim Secret needed to start S. citizen
• Two (2) years of experience in an IT service desk, technical support, or similar operational environment.
• Experience in a formal knowledge management, technical writing, or training development role.
• Experience working in a large, multi‑team service desk or contact center environment.
• Experience developing or delivering training for technical or operational topics.
• Experience with HTML and CSS is preferred
• Analytical Thinking: Able to identify trends in feedback or ticket data and translate them into actionable knowledge improvements.
• Customer Focus (Internal): Keeps the needs of service desk agents and internal stakeholders at the center of documentation and training design.
• Quality Orientation: Committed to accuracy, consistency, and continuous improvement of knowledge assets.

SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.

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