Knowledge Base Content Developer

3 weeks ago

Sterling Heights, Michigan, United States Peraton Full time

We are seeking a knowledgeable Knowledge Base Content Developer to join our team at Peraton. This position is responsible for developing and maintaining accurate and high-quality content in the knowledge base.

Key Responsibilities:
  • Create and maintain documentation, ensuring its accuracy and quality.
  • Develop knowledge base articles that document solutions to issues.
  • Support releases/deployments with knowledge material and job aids for Service Desk analysts.
  • Collaborate with other teams to share and receive insights, root causes, perform analysis, and present recommendations.
  • Monitor daily activity to provide transparency and information for weekly and monthly reports to clients 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.
  • Manage the knowledge base in ServiceNow, ensuring information is documented using consistent layout and language.
  • Ensure documentation meets 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 develop 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.
Requirements:
  • A 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.
  • An independent self-starter who will manage their schedule to achieve team productivity goals and deadlines.
  • A 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.
  • Skilful 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.

The estimated salary range for this position is $86,000 - $138,000 based on experience and other factors.

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