Service Desk Knowledge Analyst-Technical Writer

Job ID: 2617714

Location: Remote Work, GA, US

Date Posted: 2026-10-08

Category: Information Technology

Subcategory: Knowl/Collab Engr

Schedule: Full-Time

Shift: Day Job

Travel: Yes - 10% of the time

Minimum Clearance Required: Interim_Secret

Clearance Level Must Be Able to Obtain: Secret

Potential for Remote Work: ORA_REMOTE

Description

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.
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