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Kompaniyadagi ish o‘rinlari

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.

USAmerika Qo‘shma ShtatlariMasofaviyTo‘liq stavkaO‘rta darajaSeniorTalab Qilinadigan Til: inglizchaQo‘llab-quvvatlash muhandisi
ServiceNow

Tavsif

  • 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

Talablar

  • 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

Imtiyozlar

  • Remote work arrangement
  • Equal Opportunity Employer

O‘xshash ish o‘rinlari

Kreato Global | BPO and Language Solutions

Remote English-Spanish OPI/VRI Interpreter

Kreato Global | BPO and Language Solutions
201 – 500 Xodimlar
LogistikaMehmondo‘stlikSog‘liqni saqlash
ARArgentinaBOBoliviyaBRBraziliyaCLChiliCOKolumbiyaCRKosta-RikaCUKubaDODominikan RespublikasiECEkvadorGTGvatemalaHNGondurasHTGaitiMXMeksikaNINikaraguaPAPanamaPEPeruPRPuerto-RikoPYParagvaySVSalvadorUYUrugvayVEVenesuelaMasofaviyTo‘liq stavkaJuniorDiplom talab qilinmaydiTalab Qilinadigan Til: inglizchaTalab Qilinadigan Til: ispanchaTarjimon

Interpret remotely between English- and Spanish-speaking people in medical, financial, social service, and customer care settings. Provide language support for Kreato Global across Latin America.

Ochish
RecruitGo

Remote Executive Assistant, Outreach and Marketing — Philippines

RecruitGo
51 – 200 Xodimlar
KonsaltingLogistikaMarketing
PHFilippin
45 000 ₱ / oy
MasofaviyTo‘liq stavkaJuniorO‘rta darajaDiplom talab qilinmaydiTalab Qilinadigan Til: inglizchaRahbar yordamchisi

Handle administrative support, CRM, outreach, and marketing for RecruitGo, an Employer of Record serving global clients with talent from emerging markets. Support two UK-facing clients with day-to-day administration and creative campaigns.

Ochish