Knowledge Management Specialist

Booz Allen Hamilton•Norfolk, VA

About The Position

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.

Requirements

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 To Haves

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

Responsibilities

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.