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The supplied profile content for SAIC appears to describe Bitly rather than SAIC. It outlines a cloud-based SaaS platform for link management and QR codes, with URL shortening, dynamic QR codes, branded links, link analytics, UTM campaign tracking, mobile-friendly landing pages, digital business cards, developer APIs, and AI-enhanced features. The product copy targets marketers, developers, and enterprise teams across industries including retail, consumer packaged goods, hospitality, media, healthcare, finance, and education, with an emphasis on integrations, analytics, and enterprise capabilities. This information should be verified before using it to represent SAIC or its hiring activity.
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.
Description
- 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
Requirements
- 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
Benefits
- Remote work arrangement
- Equal Opportunity Employer
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