Self-Help Engineer - 1811

at  KeyLogic Systems

OVERVIEW

Position: Self-Help Engineer
Location: Albuquerque, NM
Salary Range: $23.19 - $33.19 per hour
Clearance: Clearable to L
KeyLogic is seeking a Self-Help Engineer to support the IT program at a major national laboratory.
You will assist with improving the overall functioning of the client’s software by improving software architecture, supporting existing software, and engineering hardware components that optimize certain technologies, providing technical support to their clients, testing applications, maintaining hardware, and responding to customers’ requests.
Responsibilities:

Primary responsibility:

• the health, accuracy, utilization, and improvement of the self-help knowledge base (KB).

Day to day responsibilities:

• Adding knowledge articles (KA).
• Correcting/modifying KAs.
• Ensuring consistency between self-help KB and the ITSM KB, facilitate transition of knowledge from internal usage to customer-visible knowledge.
• Ensuring consistency between self-help KB and external knowledge stores.
• Analyze trends in self-help usage.
• Lead and/or participate in process and system improvement projects.
• Integrating chatbot, AI, NLP and other advanced technologies into self-help offering.
• Continuous improvement of Self-Help knowledge service.

Qualifications:

• High School Diploma and 2+ years of experience with the following:
• Technical Writing.
• Knowledge of WordPress or other web-based languages.
• Data analysis capability – generating requirements for PowerBI, ServiceNow, or other analytical tools.
• Understanding of UX concepts and application.
• Logical thinking with knowledge of scripting and understanding of program code
• ServiceNow familiarity.
• Familiarity with service desk operations and processes, including integration of knowledge with incident and request fulfillment practices.
• Knowledge or expertise in ITIL.
• Certification required within 60 days of employment.
• Knowledge or expertise in KCS.
• Certification required within 60 days of employment.
• U.S. Citizenship is required to obtain and maintain a U.S. Department of Energy L security clearance.

Desired:

• Active DOE or DOD security clearance.

• Adding knowledge articles (KA).
• Correcting/modifying KAs.
• Ensuring consistency between self-help KB and the ITSM KB, facilitate transition of knowledge from internal usage to customer-visible knowledge.
• Ensuring consistency between self-help KB and external knowledge stores.
• Analyze trends in self-help usage.
• Lead and/or participate in process and system improvement projects.
• Integrating chatbot, AI, NLP and other advanced technologies into self-help offering.
• Continuous improvement of Self-Help knowledge service