- Associate's Degree
- High School Diploma or GED
Responsible for management and maintenance of knowledge assets, particularly those used in supporting end users and enterprise IT infrastructure.
Contribute to the design and configuration of processes to create and maintain knowledge assets. Participate in the full knowledge management lifecycle, including request, prioritization, creation, sharing, monitoring, and reporting, as well as support and maintenance activities.
The Specialist organizes, coordinates, and leads the review, update, and approval of knowledge assets, making sure they always reflect the latest changes to the IT environment and company policies/procedures.
Simplifies knowledge retrieval to improve access to content, reports on use of knowledge, and continually identifies methods to improve and increase usage.
Will work closely with a variety of IT support teams, including, but not limited to, Service Desk, NOC, SOC, Application developers, Email Engineers, AD and IDM engineers, and other Subject matter experts.
TYPICAL EDUCATION AND EXPERIENCE:
High School and eleven (11) years or more related experience.
Must be a US Citizen and possess a US “Public Trust” clearance, Secret (or higher) clearance, or be able to obtain a Public Trust clearance
REQUIRED EDUCATION AND EXPERIENCE:
7+ years of experience supporting Microsoft Office Products, Windows OS, Mac OS, VPN, and Active Directory in an enterprise environment
2+ years of recent experience maintaining knowledge assets
Exceptionally attentive to detail, focused on accuracy and clarity
Excellent understanding of advanced IT concepts/practices, and ability to translate them into simple to follow instructions
Experience providing effective and professional communication, addressing moderately complex technical issues via telephone, email, and chat
Strong interpersonal skills and ability to collaborate effectively
Superior written and oral communication skills
Ability to grasp functional and technical concepts quickly
Practical understanding of common knowledge management methods and processes
Excellent analytical and problem solving skills, including a creative and self-motivated mindset
Demonstrated commitment and ability to provide excellent customer service
Associates degree or higher
Willingness to work any shift in a 24x7x365 environment, including weekends and holidays
Ability to arrive and start work promptly at beginning of scheduled shift
DESIRED EDUCATION AND EXPERIENCE:
ITIL Foundations Certification
Technical certifications (such as A+, N+, MCP, MCSE, CCNA)
Familiarity with government IT environment and administrative processes
Practical understanding of common knowledge management tools, including Service Now
Experience recording How-To videos and guides for end user consumption
Working knowledge of Google applications, VPN software, VDI, and other commonly used commercial (COTS) products h) Knowledge of HTML, XML, Java Script or other scripting languages
SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability