SAIC
GA
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...