Service Desk Knowledge Analyst – Technical Writer

🕒 6 days ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SAIC

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1969

☁️ SaaS

📣 Marketing

🏢 Enterprise

💰 $500M Post-IPO Debt - SAIC on 2025-09

SaaS • Marketing • Enterprise

SAIC is represented in the supplied content by marketing and product copy that matches Bitly — a cloud-based link management and QR-code platform. The material describes a SaaS offering for URL shortening, dynamic QR Codes, link analytics, mobile-friendly landing pages, branded links, UTM campaign tracking, digital business cards, developer APIs and AI-enhanced features. It targets marketers, developers, and enterprises across industries (retail, CPG, hospitality, media, healthcare, finance, education) and emphasizes integrations, analytics, and enterprise-grade capabilities. Note: the provided text appears to be Bitly’s website content rather than information about SAIC; if you intended the defense/technology firm SAIC (Science Applications International Corporation), please provide relevant content.

📋 Description

• Develop, maintain, and improve internal knowledge assets for service desk agents performing Tier 0 and Tier 1 support • Review knowledge articles for accuracy, clarity, and alignment with current processes and tools • Analyze agent feedback, identify knowledge gaps, and propose article improvements, consolidation, retirement, or new content • Participate in the Knowledge Article Review Board and incorporate feedback into revised content • Partner with service desk leadership to prioritize updates based on operational impact • Work with SMEs to capture procedures and troubleshooting steps and translate them into knowledge articles and SOPs • Coordinate with Customer Relationship Managers to align internal knowledge content with customer expectations, service definitions, and contractual requirements • Collaborate with Knowledge Management resources on standards, templates, taxonomy, governance, review, and publication workflows • Track article lifecycle status, ownership, and review cadences • Engage with service owners, project managers, and CRMs for new services, major changes, and new customers • Document Tier 0 and Tier 1 support procedures, requests, incidents, and troubleshooting flows • Develop training materials including slide decks, quick reference guides, job aids, and e-learning outlines • Support or conduct internal training sessions and walkthroughs for service desk agents • Standardize knowledge and SOP practices across service desk sections, teams, and shifts • Track and report knowledge metrics such as article usage, feedback, and ticket trends • Recommend process enhancements to improve knowledge maintenance, service desk efficiency, and first-contact resolution • Participate in internal process improvement initiatives related to knowledge, documentation, and training

🎯 Requirements

• 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 and ability to translate technical or complex information into clear, step-by-step instructions • Ability to collaborate effectively with diverse stakeholders • Strong attention to detail and organizational skills; ability to manage multiple concurrent requests and deadlines • Proficiency with Microsoft Office/365 and familiarity with knowledge management or ticketing systems such as ServiceNow or Remedy • Must be able to obtain a Secret Clearance; Interim Secret needed to start • Must be a U.S. citizen • Preferred: two years of experience in an IT service desk, technical support, or similar operational environment • Preferred: experience in formal knowledge management, technical writing, or training development • Preferred: familiarity with ITIL concepts, especially Incident, Request, and Knowledge Management • Preferred: experience in a large, multi-team service desk or contact center environment • Preferred: experience developing or delivering technical or operational training • Preferred: exposure to metrics-driven improvement using ticket or knowledge KPIs • Preferred: experience with HTML and CSS • Excellent written and verbal communication • Ability to identify trends in feedback or ticket data and translate them into actionable knowledge improvements • Ability to balance input from multiple stakeholders • Commitment to accuracy, consistency, and continuous improvement • Comfort working in a changing environment with evolving services, tools, and priorities

🏖️ Benefits

• Remote position • Equal Opportunity Employer