Technical Service Desk Knowledge Base Specialist

: Peraton Overview Peraton drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our employees do the can't be done, solving the most daunting challenges facing our customers. Responsibilities Peraton is seeking a Technical Service Desk Knowledge Base Specialist ("Knowledge Specialist") to join our team of qualified and diverse individuals. The qualified applicant will become part of Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program, for the Bureau of Consular Affairs (CA). This initiative is intended to provide IT Operations and Maintenance to modernized and legacy networks, applications, and databases supporting CA services globally. The Knowledge Specialist provides knowledge management and technical writing support to share information and produce high-quality documentation that contributes to the success of the CAEIO Program and, specifically, for the service desk analysts. The Knowledge Specialist will be a member of the CA/CST CAEIO Service Desk Knowledge Team, responsible for working closely with CAEIO contractors, DOS leadership, and business stakeholders to document service delivery procedures and other knowledge resources for use by the Service Desk and Service Center teams at Tier 1 and Tier 2 levels as well as Service Desk training and QA. Responsibilities Here are some of the primary responsibilities you will have as a Knowledge 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.

Core Work Schedule: First Shift, 8am-5pm (Flexible), Monday-Friday Work Location: 44873 Falcon Place, Suite 150, Sterling, Virginia 20166 Qualifications Required Qualifications

• 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.

Desired Qualifications

• 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.

Education and Experience: BS/BA with 5+ years; MS/MA/MBA with 3+ years; High School Diploma with 9+ years. Target Salary Range $86,000 - $138,000. This represents the typical salary range for this position based on experience and other factors. SCA / Union / Intern Rate or Range EEO An Equal Opportunity Employer including Disability/Veteran. Our Values Benefits At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We're fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.

• 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