ServiceNow Knowledge Manager

BAE Systems Plc•Sterling, VA

56d•$99,410 - $168,997•Onsite

About The Position

Join a Team that's Shaping the Future of IT Support At BAE Systems, we're passionate about delivering innovative IT solutions that enable our customers to achieve their missions. As a ServiceNow Knowledge Manager, you'll play a critical role in providing exceptional IT support to the customer. You'll be part of a dynamic team that values innovation, teamwork, and customer satisfaction. If you're a motivated and skilled IT professional looking for a new challenge, we encourage you to apply. As a ServiceNow Knowledge Manager, you'll be responsible for designing, developing, and managing the ServiceNow Knowledge Management module, including article creation, categorization, workflow approvals, and content governance for FAQs and troubleshooting guides. You'll collaborate with cross-functional teams to identify knowledge gaps, solicit contributions, and promote adoption of the knowledge base. Your goal will be to drive knowledge sharing to enhance self-service capabilities, reduce incident resolution times, and ensure compliance with federal security standards. By joining our team, you'll have the opportunity to work on exciting projects, collaborate with a talented team, and make a significant impact on the customer's operations. You'll be expected to lead training sessions and change management initiatives to encourage knowledge sharing across the enterprise, and integrate knowledge solutions with other ServiceNow modules and third-party tools as needed. If you're a motivated and skilled IT professional looking for a new challenge, we encourage you to apply.

Requirements

Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field (or equivalent experience)
6+ years of experience in knowledge management, content curation, or technical writing within an ITSM environment
3+ years of hands-on experience with ServiceNow, including administration of the Knowledge Management application
Active DoD Secret Clearance (must be current and transferable)
Strong understanding of ITIL 4 practices, particularly Knowledge Management
Excellent communication skills, with the ability to translate complex technical concepts into user-friendly content
Proficiency in Microsoft Office Suite and collaboration tools (e.g., SharePoint, Confluence)
Exhibits exceptional creativity and resourcefulness
Applies and/or develops highly advanced concepts, techniques, and standards
Viewed as expert in the field
Often acts independently to uncover and resolve issues associated with long-range goals and objectives

Nice To Haves

ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist - IT Service Management (CIS-ITSM) or Knowledge Management (CIS-KM)
Experience supporting U.S. government agencies or DoD contracts, with familiarity in federal compliance standards (e.g., NIST, FISMA)
2+ years in a principal or senior analyst role, including project coordination for content migrations or knowledge base overhauls
Background in customer service operations or IT troubleshooting in a large enterprise setting
Master's degree or relevant certifications (e.g., CKM - Certified Knowledge Manager)
AWS Certified Solutions Architect or Microsoft Certified Azure Solutions Architect, ITIL Found V4

Responsibilities

Designing, developing, and managing the ServiceNow Knowledge Management module, including article creation, categorization, workflow approvals, and content governance for FAQs and troubleshooting guides.
Collaborating with cross-functional teams to identify knowledge gaps, solicit contributions, and promote adoption of the knowledge base.
Driving knowledge sharing to enhance self-service capabilities, reduce incident resolution times, and ensure compliance with federal security standards.
Leading training sessions and change management initiatives to encourage knowledge sharing across the enterprise.
Integrating knowledge solutions with other ServiceNow modules and third-party tools as needed.

Benefits

health, dental, and vision insurance
health savings accounts
a 401(k) savings plan
disability coverage
life and accident insurance
employee assistance program
a legal plan
discounts on things like home, auto, and pet insurance
paid time off
paid holidays
paid parental, military, bereavement, and any applicable federal and state sick leave
company recognition program to receive monetary or non-monetary recognition awards