Technical Service Desk Knowledge Base Specialist

Peraton is seeking a Technical Service Desk Knowledge Base Specialist (“Knowledge Specialist”) to join our team of qualified and diverse individuals on our Department of State (DOS) Bureau of Diplomatic Technology (DT) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program. CAEIO provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting consular applications 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, specifically supporting Service Desk Analysts. As a member of the Service Desk Knowledge Team, the Knowledge Specialist works 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

• Review, update, and organize documentation to ensure accuracy and quality.
• Develop Knowledge Base articles documenting solutions to technical issues.
• Support releases and deployments by creating knowledge material and job aids for the Service Desk analysts.
• Collaborate with cross-functional teams to identify root causes, perform analysis, and present recommendations.
• Track daily activities and support weekly and monthly reporting using ServiceNow.
• Participate in meetings to share information, decisions, and action items with the team.
• Support Service Center QA and training initiatives.
• Maintain the knowledge base in ServiceNow, ensuring information is documented using consistent formatting and language.
• Ensure documentation adheres to customer style guides and complies with customer guidelines, procedures, and time-lines for ticket handling.
• Utilize tools such as ServiceNow, SharePoint, Word, and PowerPoint to develop standardized documentation.
• Coordinate with Service Center leadership, training team, and quality analysts to draft and finalize documentation in a timely manner with government approval.
• Identify opportunities to improve documentation and support efficient ticket resolution.

Characteristics of team members who thrive on the CAEIO program include:

• Demonstrate flexibility by managing multiple tasks and re-prioritizing tasks – often to meet tight and periodically changing deadlines.
• Drive projects to completion in a fast-paced environment.
• Leverage strong written and verbal communications skills to prepare and present technical documentation to audiences with different levels of technical knowledge.
• Transition seamlessly between being self-directed with limited supervision to being a team player who takes direction from others.
• Collaborate effectively with government customers and cross-functional contract teams.

Core Work Schedule: First Shift, 8am-5pm (Flexible), Monday-Friday

Work Location: This position is hybrid with remote work and one day per week in the office in Sterling, VA, or Washington, DC. The number of days in office is subject to change based on program or government requirements.

Required Qualifications

• U.S. citizenship and an active SECRET Government Security Clearance.
• Minimum two years of technical writing experience (e.g. training manuals, user guides, process documents, job aids, knowledge base articles, FAQs, canned language, scripts).
• Strong English writing skills with strong knowledge of grammar, subject-verb agreement, and punctuation.
• Strong attention to detail and ability to produce error-free documentation.
• Ability to synthesize information from various sources and subject matter experts.
• Experience creating and managing Knowledge Base articles in ServiceNow.
• Experience using additional ServiceNow modules, such as Incident Management and Reporting.

Desired Qualifications

• ITILv3 or ITIL 4 Foundation Certification.
• Microsoft IT Support Certification or HDI SCR.
• KCS Methodology Certification.
• Experience writing standard operating procedures for a federal government service center/help desk.
• Degree or college-level coursework in a writing or communications field, such as Communications, English, Technical and Professional Writing, or Journalism.
• Experience using SharePoint and other O365 tools to maintain documents and communicate with team members.

Education and Experience: High School Diploma with 9 years; AS with 7 years; BS/BA with 5 years; MS/MA/MBA with 3 years.