Enablement Specialist

Booz Allen Hamilton•McLean, VA

7h•$53,000 - $108,000

About The Position

Enablement Specialist Key Role: Provides in-depth support and leads problem-solving and implementation efforts for specific technology products or applications. Applies specific functional, working, and general industry knowledge. Develops or contributes to solutions to a variety of problems of moderate scope and complexity. Works independently with some guidance. May review or guide the activities of more junior employees. Due to the nature of work performed within this facility, U.S. citizenship is required.

Requirements

2+ years of experience with IT Help Desk or Service Desk supporting customers in a technical environment
Experience with creating and updating Knowledge Articles for internal and external customer-facing use
Experience with ticketing and knowledge management systems such as ServiceNow
Knowledge of ITIL concepts
Ability to translate technical troubleshooting steps into clear, concise, and customer-friendly documentation
Ability to collaborate with technical teams to validate content accuracy
Bachelor's degree in Information Technology, Technical Communication, or Business Administration

Nice To Haves

Experience with developing standard operating procedures (SOPs), quick reference guides, and training materials
Experience with analytic tools to measure article performance, deflection rates, and usage metrics
Ability to analyze ticket trends and propose knowledge gaps or process improvement