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.
Ready to build the future of shared delivery for the better?
What You’ll Work On:
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, and usage metrics.
Collaborate with the Digital Transformation team to advance AI tools that optimize self‑service knowledge search capabilities.
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 resources such as SOPs, FAQs, job aids, and knowledge articles
Experience governing processes, standards, and documentation to ensure consistency, compliance, and operational alignment
Ability to use software applications, including Microsoft Office products such as 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
Ability to provide writing samples
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 communications 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 $52,900.00 to $108,000.00 (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 hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. 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.
Candidate AI Usage Policy
AI is a part of our daily work at Booz Allen, and we are committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly provided.
Work Model
Our people-first culture prioritizes the benefits of collaboration, whether it occurs in person or virtually. To support engagement and effective communication, employees working virtually are generally expected to have their cameras on during meetings.
Remote: If this position is listed as remote, there may still be occasions when you are required to work in person at a Booz Allen or customer facility.
Hybrid: If this position is listed as hybrid, you will be expected to work from a Booz Allen facility frequently, in alignment with leadership expectations and the needs of the role. You may also be required to work from or visit a customer facility.
Onsite: If this position is listed as onsite, work will primarily be performed at a Booz Allen office or customer facility, where employees will collaborate directly with colleagues and customers as required by the 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.
