SAIC
SAIC
SAIC के लिए उपलब्ध प्रोफ़ाइल सामग्री वास्तव में SAIC के बजाय Bitly का वर्णन करती हुई प्रतीत होती है। इसमें लिंक प्रबंधन और QR कोड के लिए क्लाउड-आधारित SaaS प्लेटफ़ॉर्म का उल्लेख है, जिसमें URL छोटा करना, डायनेमिक QR कोड, ब्रांडेड लिंक, लिंक एनालिटिक्स, UTM अभियान ट्रैकिंग, मोबाइल-अनुकूल लैंडिंग पेज, डिजिटल बिज़नेस कार्ड, डेवलपर API और AI-सक्षम सुविधाएँ शामिल हैं। उत्पाद विवरण रिटेल, उपभोक्ता पैकेज्ड वस्तुओं, आतिथ्य, मीडिया, स्वास्थ्य सेवा, वित्त और शिक्षा सहित विभिन्न क्षेत्रों में काम करने वाले मार्केटिंग पेशेवरों, डेवलपरों और एंटरप्राइज़ टीमों को लक्षित करता है तथा इंटीग्रेशन, एनालिटिक्स और एंटरप्राइज़ क्षमताओं पर ज़ोर देता है। SAIC या उसकी भर्ती गतिविधियों का प्रतिनिधित्व करने से पहले इस जानकारी का सत्यापन किया जाना चाहिए।

Service Desk Knowledge Analyst and Technical Writer – Remote

SAIC seeks a remote Service Desk Knowledge Analyst and Technical Writer to improve Tier 0 and Tier 1 support documentation. The role develops SOPs, training resources, and standardized knowledge content.

विवरण

  • Create, maintain, and enhance knowledge resources for Tier 0 and Tier 1 service desk agents
  • Assess articles for accuracy, clarity, and consistency with current tools and processes
  • Use agent feedback to identify gaps and recommend content updates, consolidation, retirement, or creation
  • Participate in Knowledge Article Review Board activities and apply review feedback
  • Work with service desk leaders to prioritize updates according to operational needs
  • Capture procedures and troubleshooting guidance from subject matter experts and convert them into articles and SOPs
  • Coordinate with Customer Relationship Managers to align internal content with customer expectations, service definitions, and contract obligations
  • Partner with Knowledge Management teams on standards, templates, taxonomy, governance, reviews, and publishing
  • Monitor article ownership, lifecycle status, and review schedules
  • Coordinate with service owners, project managers, and Customer Relationship Managers on new services, significant changes, and new customers
  • Document Tier 0 and Tier 1 procedures for requests, incidents, and troubleshooting
  • Create training resources such as presentations, quick-reference guides, job aids, and e-learning outlines
  • Assist with or lead internal training sessions and service desk walkthroughs
  • Promote consistent knowledge and SOP practices across service desk teams, sections, and shifts
  • Measure and report article usage, feedback, ticket trends, and other knowledge metrics
  • Recommend improvements to knowledge upkeep, service desk efficiency, and first-contact resolution
  • Contribute to process improvement work involving knowledge management, documentation, and training

आवश्यकताएँ

  • Bachelor’s degree with no experience required; additional experience may substitute for the degree
  • Experience creating or maintaining technical documentation, standard operating procedures, or knowledge articles
  • Strong writing skills with the ability to turn complex technical information into clear, step-by-step guidance
  • Ability to work effectively with stakeholders from varied backgrounds and functions
  • High attention to detail, strong organization, and the ability to manage competing requests and deadlines
  • Proficiency with Microsoft Office or Microsoft 365 and familiarity with knowledge management or ticketing platforms such as ServiceNow or Remedy
  • Ability to obtain a Secret Clearance, with an Interim Secret Clearance required to begin
  • U.S. citizenship required
  • Preferred: two years of experience in an IT service desk, technical support, or comparable operations setting
  • Preferred: experience in knowledge management, technical writing, or training development
  • Preferred: familiarity with ITIL practices, particularly Incident, Request, and Knowledge Management
  • Preferred: experience supporting a large service desk or contact center with multiple teams
  • Preferred: experience creating or delivering technical or operational training
  • Preferred: experience using ticket or knowledge KPIs to drive improvement
  • Preferred: familiarity with HTML and CSS
  • Excellent written and verbal communication skills
  • Ability to recognize patterns in feedback or ticket data and turn them into practical knowledge improvements
  • Ability to reconcile and prioritize input from multiple stakeholders
  • Commitment to accurate, consistent content and ongoing improvement
  • Comfort working amid changing services, tools, and priorities

लाभ

  • Remote work arrangement
  • Equal Opportunity Employer

संबंधित नौकरियाँ

4M Analytics

Senior Computer Vision Algorithm Engineer

4M Analytics

Develop computer vision and machine learning systems for 4M Analytics’ subsurface utility mapping platform. Own algorithms from research through production in partnership with data engineering and product teams.

खोलें
Joom

Enterprise Customer Success Manager, Brazil (Remote)

Joom

Lead renewals, retention, and account growth for JoomPulse enterprise customers. Turn Mercado Livre and Shopee analytics into practical recommendations for marketplace sellers.

खोलें
Cyera

Regional Sales Director, Identity Security

Cyera

Lead Cyera’s Pacific Northwest sales team, grow the territory, and exceed quotas for its AI and data security platform.

खोलें
Terumo Medical Corporation

Region Manager, Terumo Interventional Systems Sales

Terumo Medical Corporation

Lead medical device sales across a North Central New Jersey region, managing field teams and hospital relationships. Drive regional revenue, sales performance, and compliant promotion of Terumo Interventional Systems products.

खोलें
Dream

Senior Program Manager, Sovereign AI (Hybrid, Israel)

Dream

Lead Dream’s Sovereign AI roadmap for government and critical infrastructure customers, coordinating research, engineering, product, launches, and AI-enabled operations.

खोलें
Claroty
SKF Group

Global Product Engineer, Bearings — SKF, Bengaluru

SKF Group

Design bearing products, models, drawings, and variants at SKF, a global provider of rotating equipment solutions. Support modular design, testing, and product lifecycle management.

खोलें
Webbing

Mobile Fraud Analyst – Bucharest Hybrid

Webbing

Investigate and prevent telecom fraud across Webbing’s global MVNO connectivity and IoT services. Analyze traffic, roaming, SIM, voice, SMS, and data activity for anomalies.

खोलें
The Clorox Company

Finance Manager, Manufacturing Finance

The Clorox Company

Manage manufacturing finance activities for Clorox, including cost consolidation, forecasting, and monthly accounting close. Partner with plant sites, Procurement, and Supply Planning in Mexico.

खोलें