Knowledge Management Lead

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 our knowledge management and governance for the enterprise.

As part of the Delivery Hub, we recognize that knowledge management and governance play an important role in speedy resolution times, improving customer experience, and delivering in a more scalable way. In this role, you will manage and govern our knowledge management and find opportunities to expand and enhance those tools.Due to the nature of work performed within this facility, U.S. citizenship is required.

What You'll Work On:

• Manage a comprehensive knowledge governance program for self-service and resolver knowledge to support internal knowledge owners and contributors.

• Identify and execute improvements in knowledge to save time, simplify, and provide an improved user experience.

• Manage efforts to shift internal team knowledge and SOPs to a knowledge base approach.

• Work with internal and external stakeholders to identify improvement opportunities surrounding knowledge management and governance.

• Lead administration of the self-service and service desk knowledgebases.

• Report on knowledge KPIs usage, performance, feedback, and overall knowledge health.

Ready to build the future of shared delivery for the better?

Join us. The world can't wait.

You Have:

• 4+ years of experience working with knowledge management

• 2+ years of experience using the ServiceNow platform

• Ability to lead and work with cross-functional teams

• Ability to identify and manage project objectives and associated milestones

• HS diploma or GED

Nice If You Have:

• Experience with service desk and call center-related environments

• Ability to meet all deadlines and remain flexible with continually changing priorities

• Ability to be a self-starter and manage competing priorities

• 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.

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.