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Service Desk Knowledge Manager

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Job ID: 205036
Location: RESTON, VA, United States
Date Posted: May 1, 2020
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: Yes, 25 % of the Time
Minimum Clearance Required: Public Trust
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Teleworking: Yes

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Job Description

Description

We are currently seeking a motivated, career and customer oriented Remote Service Desk Knowledge Manager to join our team working from home to begin an exciting and challenging career with SAIC. 


Duties:
• Encourage employees and customers to share knowledge, ensuring they are aware of the knowledge management resources available
• Manage, update, and maintain all Knowledge Articles within database
• Review ticket information, to include resolution, ensuring knowledge articles contain correct and updated information
• Provide basic reporting on knowledge usage, creation, and helpfulness
• Attend internal and customer focus meetings
• Support transition team with knowledge development
• Integrate with Training and Management teams to identify gaps in knowledge
• Participate in weekly status call meetings

Qualifications


• Bachelor's degree in MIS, CS, English, or related degree with at least 5 years of technical writing and familiarity with service desks, field services, or equivalent
• Familiarity with ITSM ServiceNow a plus
• Attention to detail
• Demonstrated ability to learn customer support processes and techniques
• Excellent oral and written communication skills
• Competency in MS Office Suite
• HDI-SCD or HDI-SCM is desired
• Security+ certification is desired



Overview

SAIC is a premier technology integrator solving our nation's most complex modernization and readiness challenges. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes high-end solutions in engineering, IT, and mission solutions. Using our expertise in existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has pro forma annual revenues of nearly $7.1 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom. For SAIC benefits information, see Working at SAIC. EOE AA M/F/Vet/Disability

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