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. This role focuses on internal audiences only and does not have
supervisory responsibility. 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.
Key Responsibilities:
Knowledge Article Management
Review existing Tier 0/Tier 1 knowledge articles for accuracy, clarity, and
alignment with current processes and tools.
Monitor and analyze feedback from service desk agents to identify articles
that need improvement, consolidation, or retirement.
Identify gaps in the knowledge base and propose new articles or updates to
address recurring issues and ticket trends.
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., ticket volume, escalation rates, new services).
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.
Coordination with Knowledge Management (KM)
Collaborate with KM resources to ensure all articles adhere to organizational
standards, templates, taxonomy, and governance policies.
Prepare and submit new and updated articles for review and publication
through established KM workflows.
Track the lifecycle status of knowledge articles (draft, review, published,
retired) and ensure assigned owners and review cadences are documented and
followed.
New Services and Changes – Knowledge & SOP Development
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.
Cross‑Section Knowledge Alignment
Ensure knowledge articles and SOPs are consistently understood and applied
across all sections, teams, and shifts of the service desk.
Identify discrepancies or “shadow procedures” and work with leadership and
SMEs to reconcile and standardize practices.
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.
Continuous Improvement & Reporting
Track and report on key knowledge metrics where available (e.g., article
usage, feedback, related ticket trends) to inform priorities for improvement.
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.
Scope & Interactions
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.
Regularly interacts with:
Service desk agents and SMEs
Service desk supervisors and managers
Customer Relationship Managers (CRMs)
Knowledge Management (KM) personnel
Trainers / Training coordinators
Service owners and project managers (for new services/changes)
QUALIFICATIONS
Required Qualifications:
Bachelor's degree and 0 (zero) years of experience. Additional years of
experience will be considered in lieu of degree.
Demonstrated experience creating or maintaining technical documentation,
SOPs, or knowledge articles.
Strong written communication skills with the ability to translate technical
or complex information into clear, step‑by‑step instructions.
Ability to collaborate effectively with diverse stakeholders (e.g., frontline
agents, technical SMEs, managers, project staff).
Strong attention to detail and organizational skills; ability to manage
multiple concurrent requests and deadlines.
Proficiency with common office productivity tools (e.g., Microsoft
Office/365) and familiarity with knowledge management or ticketing systems
(e.g., ServiceNow, Remedy, etc.).
Required Clearance:
Must be able to obtain a Secret Clearance; Interim Secret needed to start
Must be a U.S. citizen
Preferred Qualifications
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.
Familiarity with ITIL concepts, especially Incident, Request, and Knowledge
Management.
Experience working in a large, multi‑team service desk or contact center
environment.
Experience developing or delivering training for technical or operational
topics.
Exposure to metrics‑driven improvement (e.g., using ticket or knowledge KPIs
to drive changes).
Experience with HTML and CSS is preferred
Key Competencies
Communication: Excellent written and verbal communication; able to clearly
explain procedures and expectations.
Analytical Thinking: Able to identify trends in feedback or ticket data and
translate them into actionable knowledge improvements.
Collaboration: Works effectively across teams and levels; able to balance
input from multiple stakeholders.
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.
Adaptability: Comfortable working in a changing environment with evolving
services, tools, and priorities.
SAIC® [http://www.saic.com/] 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.
We are approximately 23,000 strong; driven by mission, united by purpose, and
inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered
in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For
more information, visit saic.com [http://www.saic.com/]. For ongoing news,
please visit our newsroom [http://www.saic.com/who-we-are/newsroom/].