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Knowledge Administrator

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Job ID: 2212527
Location: , United States
Date Posted: Aug 23, 2022
Category: Information Technology
Subcategory: Bus Proc Analyst
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: Remote
Benefits: Click here

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Job Description

Description

SAIC is looking for outstanding IT candidates to join our Defense & Civilian Sector in support of the Federal Aviation Administration Integrated Service Center (FAA ISC). SAIC leads the way to provide customer-centric IT Service Management (ITSM) focused on improving service, and leveraging processes and strategies with an emphasis on timely IT services and support.

As the Knowledge Administrator, you will be responsible for reviewing, updating, identifying, and documenting knowledge to be utilized by support groups within the FAA. Working within the Knowledge Administrator Team, you will interact with other Knowledge Administrator(s), Subject Matter Experts and management parties.

Responsibilities:

  • Collaborate with other Knowledge Administrator(s), Subject Matter Experts and management parties to create and document Standard Operating Procedures, Knowledge Base Articles and other required pieces of documentation.
  • Be a team player and be considerate of other Knowledge Administrator’s ideas.
  • Properly review, update, identify and document knowledge for capture to be utilized by support groups within the FAA.
  • Engage necessary SMEs to ensure proper content within, and approval of, published documentation of any kind.
  • Obtain, document and publish any/all additional knowledge as identified or supplied by other members of the FAA organization.
  • Identify, plan to correct, and implement remediation of critical knowledge gaps.
  • Perform additional project related job duties or responsibilities as required, when assigned such items by a member of management.
  • Appropriately exercise a customer service skill-set, which includes; attentiveness (good listening skills), active listening, patience, self-control, empathy, the ability to remain calm under pressure, the ability to ask follow-up questions and the ability to communicate effectively.

Desired Skills and Experience:

  • Previous experience in a Knowledge Management role
  • Experience with BMC Remedy or similar software
  • Experience with Microsoft office
  • Must have the ability to communicate moderately complex or technical information, ideas and results effectively in both oral and written form; compose correspondence and reports. Interact daily with staff and/or functional peer groups and customers.
  • Familiar with standard corporate security policies.
  • Must have strong leadership, analytical, and reasoning skills as well as the ability to communicate complex ideas and provide innovative solutions.
  • Excellent customer service skills and be well versed in the Service Desk environment.

Qualifications

Required Skills and Experience:

  • High School and seven (7) years or more experience, Associates and five (5) years or more experience, Bachelors and three (3) years or more experience 
  • Excellent written and verbal communication skills 
  • Excellent organization skill and attention to detail 
  • Previous IT, service desk, or remote IT support services experience 
  • Understanding of ITSM processes 
  • INTERIM PUBLIC TRUST to start work, ability to obtain Public Trust 

Target salary range: $45,001 - $55,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.

Overview

SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.

We are more than 26,500 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a respectful work culture based on diversity, equity, and inclusion that values all contributors. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.1 billion. For more information, visit saic.com.

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