Knowledge Management Specialist
The Opportunity:
As a professional in our Delivery Hub, you have the experience and skills to ensure operations are effective, efficient, timely, and valuable for internal and external users. You know how to interface with internal and external customers, and leadership to enhance self-service and manage knowledge.
As part of the Delivery Hub, we recognize that knowledge management plays an important role in speedy resolution times, improving customer experience, and delivering at scale. In this role you will provide support to all aspects around enhancing the quality of our knowledge articles and self-service offerings. Due to the nature of work performed within this facility, U.S. citizenship is required.
How You’ll Contribute:
Support implementation of a comprehensive knowledge governance strategy
Work with the Knowledge Management Lead and other knowledge managers to identify and address content gaps and article health
Work with knowledge owners and contributors to ensure understanding of knowledge processes
Support knowledge content for both Service Desk and Tier I Customer Care roles as well as self-service users to optimize search, discoverability and content
Respond to user and contact center agent content feedback, ratings, or usage metrics
Ready to build the future of shared delivery for the better?
Join us. The world can’t wait.
You Have:
2+ years of experience working in a professional environment
Experience with the development or maintenance of job-related resources such as SOPs, FAQs, job aids, and knowledge articles
Ability to use software applications, including Microsoft Office products, including Outlook, PowerPoint, Excel, Word, and SharePoint
Ability to think critically and creatively and generate process improvement ideas
Ability to collaborate with cross-functional teams and stakeholders
HS diploma or GED
Nice If You Have:
Experience with ServiceNow
Ability to meet deadlines, prioritize work, and remain flexible with continually changing tasking
Ability to be a self-starter and thrive in a fast-paced environment
Ability to be detail-oriented and a quick learner
Possession of excellent verbal and written communication skills
Bachelor's degree
Compensation
At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen’s benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.
Salary at Booz Allen is determined by various factors, including but not limited to location, the individual’s particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $42,600.00 to $87,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen’s total compensation package for employees. This posting will close within 90 days from the Posting Date.
Identity Statement
As part of the application process, you are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.
Work Model
Our people-first culture prioritizes the benefits of flexibility and collaboration, whether that happens in person or remotely.
- If this position is listed as remote or hybrid, you’ll periodically work from a Booz Allen or client site facility.
- If this position is listed as onsite, you’ll work with colleagues and clients in person, as needed for the specific role.
Commitment to Non-Discrimination
All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.
