Peraton is seeking a Technical Service Desk Knowledge Base Specialist (“Knowledge Specialist”) to join our team of qualified and diverse individuals. The Knowledge Specialist will be a member of the U.S Department of State (DOS) Bureau of Consular Affairs (CA) Enterprise Infrastructure Operations (CAEIO) Program. CAEIO provides IT Operations and Maintenance to modernize the 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, the service desk analysts. The Knowledge Specialist, a member of the CA/CST CAEIO Service Desk Knowledge Team, 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, 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, root causes, perform analysis, and present recommendations.
• Track daily activity to provide transparency and information for weekly and monthly reports to client using ServiceNow reports.
• Participate in meetings to 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, 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 colleagues to identify and implement ways to improve documentation to support efficient ticket handling.
• Demonstrate flexibility and eagerness to take on challenges by performing tasks not listed above.

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

Work Location: Must be local to Washington, DC area. This position is hybrid with remote work and up to two days per week in the office in Sterling, VA.

Required Qualifications

• U.S. citizenship and an active SECRET Government Security Clearance.
• At least two years of technical writing experience, 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.
• Strong attention to detail, enabling successful implementation of instructions from various support teams to create or update the KBAs, while 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.
• 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
• Experience writing standard operating procedures for a federal government service center/help desk is highly desirable.
• Degree or college-level coursework in a writing or communications field, such as Communications, English, Technical and Professional Writing, or Journalism.

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