Service Desk Knowledge Manager with Security Clearance

Company: SAIC
Location: Augusta
Posted on: March 25, 2020

Job Description:

Description We are currently seeking a motivated, career and customer oriented Service Desk Knowledge Manager to join our team to begin an exciting and challenging career with Unisys Federal Systems. 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 meetingsQualifications --- 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 desiredDesired Qualifications

Keywords: SAIC, Augusta , Service Desk Knowledge Manager with Security Clearance, Executive , Augusta, Georgia