Technical Service Desk Knowledge Base Specialist
- Review, update and organize documentation, ensuring its accuracy and quality.
- Respond to requests for new material, including preparing Knowledge Base articles that document solutions to issues.
- Support releases/deployments with knowledge material and job aids for the Service Desk analysts.
- Collaborate with other teams to share and receive insights, identify, perform root cause analysis and present recommendations.
- Track daily activity to provide transparency and information for weekly and monthly reports to client using ServiceNow reports.
- Review material using quality checklists to ensure accuracy and ease of use/retrieval.
- Participate in meetings to gain and share information, decisions and, action items with the team.
- Contribute to QA and Training tasks as part of a larger group in the Service Center and in support of the Service Desk Tier 1 team.
- Maintain the knowledge base in ServiceNow, ensuring information is documented using consistent layout and language.
- Ensure documentation adheres to customer style guides and complies with customer guidelines, procedures and timelines for ticket handling.
- Utilize templates and edit or create them to ensure consistent design of documentation for its purpose: ServiceNow, SharePoint, Word or PowerPoint, and other tools as appropriate.
- Work with Service Center leadership, training team and quality analysts to draft and finalize documentation in a timely manner with government approval.
- Work independently and with the other Knowledge Base Specialist and Technical Writers to review ways to improve documentation to support efficient ticket handling.
- Monitor quality of ticket documentation in one or multiple work queues over various customer contact channels.
- Support creating outage notifications and maintain templates for submitting notifications.
- Perform other duties as assigned.
- U.S. Citizenship and an active SECRET Government Security Clearance.
- At least two years of technical writing experience or similar work, such as creating training manuals, user guides, process documents, job aids, knowledge base articles, FAQs, canned language or scripts.
- Ability to accurately document processes in English with minimal errors.
- Understand and be well-versed in active language, subject-verb agreement, punctuation, and other foundational grammar rules.
- Independent self-starter who will manage their schedule to achieve team productivity goals and deadlines.
- Attention to detail, enabling successful implementation of other's instruction, striving for error-free work.
- Skilled at making logical conclusions or deductions from incomplete information and synthesizing information from subject matter experts and/or draft technical materials, such as user stories, features, user guides, technical administrative procedure manuals, online search, and Wiki pages.
- Experience using ServiceNow, using the search parameters and creating new records in the knowledgebase, incident or reporting modules.
- Help desk/service center technical writing of government standard operating procedures highly desirable.
- Experience using SharePoint and other O365 tools to maintain documents and communicate with team members.
- ITILv3 or ITIL 4 Foundation Certification
- Microsoft IT Support Certification or HDI SCR
- KCS Methodology Certification
- Degree or College level coursework in Communications, English, IT and/or Journalism preferred.
- Paid Time-Off and Holidays
- Retirement
- Life & Disability Insurance
- Career Development
- Tuition Assistance and Student Loan Financing
- Paid Parental Leave
- Additional Benefits
- Medical, Dental, & Vision Care
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