{"id":2228287,"url":"https://alion.io/job/saic-service-desk-knowledge-analyst-technical-writer","title":"Service Desk Knowledge Analyst-Technical Writer","company":{"id":58788,"name":"SAIC","domain":"saic.com","url":"https://alion.io/company/saic","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":80,"open_postings":53,"ghost_share":0,"stale_share":0.981,"repost_share":0,"time_to_fill_p50_days":12,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":35000,"max_usd":84000,"period":"year","method":"global_role_seniority_cell","sample_n":814},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-10-08T15:14:29Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-13T10:36:10Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"SAIC is seeking a Service Desk Knowledge Analyst / Technical Writer. This is a remote position.\nThe 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.\nKey Responsibilities:\nKnowledge Article Management\nReview existing Tier 0/Tier 1 knowledge articles for accuracy, clarity, and alignment with current processes and tools.\nMonitor and analyze feedback from service desk agents to identify articles that need improvement, consolidation, or retirement.\nIdentify gaps in the knowledge base and propose new articles or updates to address recurring issues and ticket trends.\nServe as an active member of the Knowledge Article Review Board (KARB), presenting proposed changes and incorporating feedback into revised content.\nCollaboration with Service Desk Leadership, SMEs, and CRMs\nPartner with service desk leadership to prioritize knowledge updates based on operational impact (e.g., ticket volume, escalation rates, new services).\nWork 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.\nCoordinate with Customer Relationship Managers (CRMs) to ensure internal knowledge content aligns with customer expectations, service definitions, and contractual requirements.\nCoordination with Knowledge Management (KM)\nCollaborate with KM resources to ensure all articles adhere to organizational standards, templates, taxonomy, and governance policies.\nPrepare and submit new and updated articles for review and publication through established KM workflows.\nTrack the lifecycle status of knowledge articles (draft, review, published, retired) and ensure assigned owners and review cadences are documented and followed.\nNew Services and Changes - Knowledge & SOP Development\nEngage early with service owners, project managers, and CRMs when new services, major changes, or new customers are onboarding to the service desk.\nIdentify and document required Tier 0 and Tier 1 support procedures, including common requests, incident types, and troubleshooting flows.\nConvert technical and design documentation, SME input, and operational requirements into clear, concise service desk knowledge articles and SOPs tailored to Tier 1 agents.\nTraining Material Development and Support\nIn 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.\nEnsure alignment between the knowledge base and training materials so that agents receive consistent guidance regardless of source.\nSupport 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.\nCross-Section Knowledge Alignment\nEnsure knowledge articles and SOPs are consistently understood and applied across all sections, teams, and shifts of the service desk.\nIdentify discrepancies or “shadow procedures” and work with leadership and SMEs to reconcile and standardize practices.\nAct as a central point of contact for questions regarding the content and structure of Tier 0/Tier 1 knowledge used by the service desk.\nContinuous Improvement & Reporting\nTrack and report on key knowledge metrics where available (e.g., article usage, feedback, related ticket trends) to inform priorities for improvement.\nRecommend process enhancements for knowledge capture, review, and maintenance to improve service desk efficiency and first-contact resolution.\nParticipate in internal process improvement initiatives related to knowledge, documentation, and training within the service desk.\nScope & Interactions\nInternal Focus Only: This position supports internal stakeholders and service desk operations. It does not have direct customer-facing responsibilities.\nNon-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\nService desk supervisors and managers\nCustomer Relationship Managers (CRMs)\nKnowledge Management (KM) personnel\nTrainers / Training coordinators\nService owners and project managers (for new services/changes)\n\n Required Qualifications:\nBachelor's degree and 0 (zero) years of experience. Additional years of experience will be considered in lieu of degree.\nDemonstrated experience creating or maintaining technical documentation, SOPs, or knowledge articles.\nStrong written communication skills with the ability to translate technical or complex information into clear, step-by-step instructions.\nAbility to collaborate effectively with diverse stakeholders (e.g., frontline agents, technical SMEs, managers, project staff).\nStrong attention to detail and organizational skills; ability to manage multiple concurrent requests and deadlines.\nProficiency with common office productivity tools (e.g., Microsoft Office/365) and familiarity with knowledge management or ticketing systems (e.g., ServiceNow, Remedy, etc.).\nRequired Clearance:\nMust be able to obtain a Secret Clearance; Interim Secret needed to start\nMust be a U.S. citizen\nPreferred Qualifications:\nTwo (2) years of experience in an IT service desk, technical support, or similar operational environment.\nExperience in a formal knowledge management, technical writing, or training development role.\nFamiliarity with ITIL concepts, especially Incident, Request, and Knowledge Management.\nExperience working in a large, multi-team service desk or contact center environment.\nExperience developing or delivering training for technical or operational topics.\nExposure to metrics-driven improvement (e.g., using ticket or knowledge KPIs to drive changes).\nExperience with HTML and CSS is preferred \nKey Competencies:\nCommunication: Excellent written and verbal communication; able to clearly explain procedures and expectations.\nAnalytical Thinking: Able to identify trends in feedback or ticket data and translate them into actionable knowledge improvements.\nCollaboration: Works effectively across teams and levels; able to balance input from multiple stakeholders.\nCustomer Focus (Internal): Keeps the needs of service desk agents and internal stakeholders at the center of documentation and training design.\nQuality Orientation: Committed to accuracy, consistency, and continuous improvement of knowledge assets.\nAdaptability: Comfortable working in a changing environment with evolving services, tools, and priorities.","description_format":"text","description_chars":7156,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":true,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital Government","Systems Integrators","Engineering Services"],"lifecycle":[{"event":"open","at":"2026-10-10T17:26:38Z"}],"visa":[],"liveness":{"score":47,"band":"ok","label":"Likely open","p_open":1,"p_active":0.522,"p_room":0.9,"age_days":4,"expected_fill_days":12,"reasons":["conf:2","stale_co","win:mid","comp:junior,brand"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/saic-service-desk-knowledge-analyst-technical-writer","json_url":"https://alion.io/job/saic-service-desk-knowledge-analyst-technical-writer.json","meta":{"generated_at":"2026-10-13T12:46:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19867,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58788},"rest":"https://alion.io/mcp/rest/get_company?id=58788"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsaic-service-desk-knowledge-analyst-technical-writer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsaic-service-desk-knowledge-analyst-technical-writer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsaic-service-desk-knowledge-analyst-technical-writer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/saic-service-desk-knowledge-analyst-technical-writer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsaic-service-desk-knowledge-analyst-technical-writer"}]}