Service Desk Knowledge Analyst-Technical Writer

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)

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.