Service Desk Knowledge Analyst-Technical Writer

SAIC is seeking a

Service Desk Knowledge Analyst / Technical Writer. 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. This position is a 100% fully remote (work from home) position. The Service Desk Knowledge Analyst / Technical Writer will be responsible for but not limited to the following duties: Own the lifecycle of Tier 0/Tier 1 knowledge articles and SOPs: review for accuracy and clarity, ensure alignment with current tools and processes, identify gaps and redundancies, and manage draft/review/published/retired status in accordance with KM standards, templates, taxonomy, and governance policies. Collaborate with service desk leadership, agents, SMEs, KM personnel, CRMs, service owners, and project managers to: Prioritize knowledge updates based on ticket volume, escalation trends, new services, and new customers. Capture and translate technical, design, and operational information into clear, user‑friendly Tier 1 knowledge articles and SOPs that reflect contractual requirements and service definitions. Present changes through the Knowledge Article Review Board (KARB) and incorporate feedback. Support new services, major changes, and onboarding activities by identifying and documenting required Tier 0/Tier 1 procedures, common requests, incident types, and troubleshooting flows; ensure consistent understanding and use of these procedures across all teams, sections, and shifts, resolving “shadow procedures” in partnership with leadership and SMEs. In coordination with training staff and service desk leadership, develop and maintain training materials (such as slide decks, quick reference guides, job aids, and e‑learning outlines) based on finalized knowledge articles and SOPs, conduct or support training and walk‑throughs, and ensure training content and the knowledge base remain aligned. Act as a central point of contact for Tier 0/Tier 1 knowledge content and structure, using article usage data, agent feedback, and related ticket trends to report on knowledge effectiveness, recommend improvements to knowledge and training processes, and support service desk efficiency and first‑contact resolution. Operate as an internal, non‑supervisory role that supports service desk operations and influences how multiple sections function through the management and improvement of shared knowledge assets (no direct customer‑facing responsibilities). Qualifications

Required Education: Bachelor's degree and zero (0) years’ experience; additional four (4) years’ experience can be considered in lieu of degree.

Required Clearance: Must be able to obtain a Secret Clearance; Interim Secret needed to start; US Citizenship required.

Required Skills: 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.). Excellent written and verbal communication; able to clearly explain procedures and expectations. Skilled at identifying trends in feedback and ticket data and translating them into actionable knowledge improvements, while keeping service desk agents and internal stakeholders at the center of documentation and training design. Works effectively across teams and levels, balancing input from multiple stakeholders; committed to accuracy, consistency, and continuous improvement of knowledge assets, and comfortable operating in a changing environment with evolving services, tools, and priorities. Desired Skills: 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

SAIC® 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. For ongoing news, please visit our newsroom.