Service Desk Knowledge Analyst – Technical Writer

This is a fully remote position, open to applicants in United States.

📋 Description

• Design, maintain, and enhance internal knowledge resources for service desk agents providing Tier 0 and Tier 1 support.

• Assess knowledge articles for precision, clarity, and alignment with current processes and tools.

• Evaluate agent feedback, identify knowledge deficiencies, and suggest improvements, consolidations, retirements, or new content.

• Engage in the Knowledge Article Review Board and integrate feedback into updated content.

• Collaborate with service desk leadership to prioritize updates based on operational significance.

• Work with Subject Matter Experts (SMEs) to document procedures and troubleshooting processes, translating them into knowledge articles and Standard Operating Procedures (SOPs).

• Coordinate with Customer Relationship Managers to ensure internal knowledge content meets customer expectations, service definitions, and contractual obligations.

• Partner with Knowledge Management resources on standards, templates, taxonomy, governance, review, and publication workflows.

• Monitor article lifecycle status, ownership, and review schedules.

• Collaborate with service owners, project managers, and CRMs regarding new services, significant changes, and new customers.

• Document Tier 0 and Tier 1 support procedures, requests, incidents, and troubleshooting processes.

• Create training materials, including slide decks, quick reference guides, job aids, and e-learning outlines.

• Facilitate or conduct internal training sessions and walkthroughs for service desk agents.

• Standardize knowledge and SOP practices across various service desk sections, teams, and shifts.

• Monitor and report on knowledge metrics such as article usage, feedback, and ticket trends.

• Suggest 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 no prior experience; additional years of experience may substitute for the degree.

• Proven experience in creating or maintaining technical documentation, SOPs, or knowledge articles.

• Excellent written communication skills with the ability to convert technical or complex information into straightforward, step-by-step instructions.

• Capability to collaborate effectively with a diverse range of stakeholders.

• Strong attention to detail and organizational skills; adept at managing multiple concurrent requests and deadlines.

• Proficient in Microsoft Office/365 and familiar with knowledge management or ticketing systems such as ServiceNow or Remedy.

• Must be eligible to obtain a Secret Clearance; an Interim Secret is required to start.

• U.S. citizenship is mandatory.

• Preferred: two years of experience in an IT service desk, technical support, or a related operational setting.

• Preferred: experience in formal knowledge management, technical writing, or training development.

• Preferred: familiarity with ITIL concepts, particularly in Incident, Request, and Knowledge Management.

• Preferred: experience within a large, multi-team service desk or contact center environment.

• Preferred: experience in developing or delivering technical or operational training.

• Preferred: exposure to metrics-driven improvement utilizing ticket or knowledge KPIs.

• Preferred: experience with HTML and CSS.

• Strong written and verbal communication skills.

• Ability to identify trends in feedback or ticket data and convert them into actionable knowledge improvements.

• Ability to balance input from multiple stakeholders.

• Dedication to accuracy, consistency, and continuous improvement.

• Comfort in a dynamic environment with changing services, tools, and priorities.

🏝️ Benefits

• Remote position.

• Equal Opportunity Employer.