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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in creating and maintaining technical documentation, SOPs, and knowledge articles while effectively collaborating with diverse stakeholders. Proficient in utilizing knowledge management systems and metrics-driven improvement to enhance service desk efficiency and support training development.
Highest-signal resume keywords
Technical Documentation CreationKnowledge ManagementMicrosoft Office/365 ProficiencyStrong Written CommunicationITIL Familiarity
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical DocumentationSOP DevelopmentKnowledge Article MaintenanceHTMLCSS
Soft Skills
Attention to DetailOrganizational SkillsCollaborationCommunication
Tools & Technologies
ServiceNowRemedy
Certifications & Qualifications
Secret Clearance
Industry Keywords
IT Service DeskTechnical SupportKnowledge ManagementIncident ManagementRequest Management
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Develop, maintain, and improve internal knowledge assets for service desk agents performing Tier 0 and Tier 1 support
- Review knowledge articles for accuracy, clarity, and alignment with current processes and tools
- Analyze agent feedback, identify knowledge gaps, and propose article improvements, consolidation, retirement, or new content
- Participate in the Knowledge Article Review Board and incorporate feedback into revised content
- Partner with service desk leadership to prioritize updates based on operational impact
- Work with SMEs to capture procedures and troubleshooting steps and translate them into knowledge articles and SOPs
- Coordinate with Customer Relationship Managers to align internal knowledge content with customer expectations, service definitions, and contractual requirements
- Collaborate with Knowledge Management resources on standards, templates, taxonomy, governance, review, and publication workflows
- Track article lifecycle status, ownership, and review cadences
- Engage with service owners, project managers, and CRMs for new services, major changes, and new customers
- Document Tier 0 and Tier 1 support procedures, requests, incidents, and troubleshooting flows
- Develop training materials including slide decks, quick reference guides, job aids, and e-learning outlines
- Support or conduct internal training sessions and walkthroughs for service desk agents
- Standardize knowledge and SOP practices across service desk sections, teams, and shifts
- Track and report knowledge metrics such as article usage, feedback, and ticket trends
- Recommend process enhancements to improve knowledge maintenance, service desk efficiency, and first-contact resolution
- Participate in internal process improvement initiatives related to knowledge, documentation, and training
Requirements
What you’ll need- Bachelor's degree and 0 (zero) years of experience; additional years of experience will be considered in lieu of degree
- Demonstrated experience creating or maintaining technical documentation, SOPs, or knowledge articles
- Strong written communication skills and ability to translate technical or complex information into clear, step-by-step instructions
- Ability to collaborate effectively with diverse stakeholders
- Strong attention to detail and organizational skills; ability to manage multiple concurrent requests and deadlines
- Proficiency with Microsoft Office/365 and familiarity with knowledge management or ticketing systems such as ServiceNow or Remedy
- Must be able to obtain a Secret Clearance; Interim Secret needed to start
- Must be a U.S. citizen
- Preferred: two years of experience in an IT service desk, technical support, or similar operational environment
- Preferred: experience in formal knowledge management, technical writing, or training development
- Preferred: familiarity with ITIL concepts, especially Incident, Request, and Knowledge Management
- Preferred: experience in a large, multi-team service desk or contact center environment
- Preferred: experience developing or delivering technical or operational training
- Preferred: exposure to metrics-driven improvement using ticket or knowledge KPIs
- Preferred: experience with HTML and CSS
- Excellent written and verbal communication
- Ability to identify trends in feedback or ticket data and translate them into actionable knowledge improvements
- Ability to balance input from multiple stakeholders
- Commitment to accuracy, consistency, and continuous improvement
- Comfort working in a changing environment with evolving services, tools, and priorities
Benefits
Comp & perks- Remote position
- Equal Opportunity Employer