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
Recommended Jobs
Senior Director of Development
How You will contribute: You will be responsible to sell our services to achieve defined Awards goals. You will have the primary responsibility to develop prospects, leads, and new business opp…
Interventional Cardiologist
Interventional Cardiologist Bayview Cardiovascular Associates is seeking at Board-Certified Interventional Cardiologist with advanced training and experience in complex coronary and peripheral …
Automotive Installation Technician
Job Description Job Description Benefits/Perks ~401k with match ~ Health insurance ~ Paid vacation ~ Weekdays only Job Summary We are looking for an Automotive Technician specia…
Accounts Receivable/Billing Specialist
Company Description You’re not just a patient, you’re a member of our family. It's our goal to create a lasting relationship with each person we meet while improving their smiles and giving t…
Mobile Service Technician
Full job description Why Us? * Technician Longevity and Performance Bonuses * Tired of waiting for parts? We have the largest parts department in central VA - we're stocked and ready to …
Family Medicine Position near Alexandria, VA - Signing Bonus
Enterprise Medical is interviewing BC/BE Family Medicine Physicians to join a practice near Washington, DC. A large 20-physician team is looking to add an internist due to growth in the Greater Alexa…
Analyst
Job Description Job Description The Virginia Economic Development Partnership (VEDP) is seeking an Analyst to support the work of understanding and improving state and local policy factors that e…
Remote Sales
???? We’re Hiring! Join Our Fast-Growing Insurance Team ???? Are you motivated, people-oriented, and looking for a career with flexibility and unlimited earning potential? We’re looking for driven i…
Cloud Data & Analytics Implementation Senior Associate (Insurance) Save for Later Remove job
A career within Data and Analytics services will provide you with the opportunity to help organisations uncover enterprise insights and drive business results using smarter data analytics. We focus…
Software Reverse Engineer/Vulnerability Researcher
At Two Six Technologies, we build, deploy, and implement innovative products that solve the world’s most complex challenges today. Through unrivaled collaboration and unwavering trust, we push the bo…