Configuration and Knowledge Management Lead

The Opportunity:

You know that true progress is made at the intersection of business and tech, and as an IT Business Analyst, you can develop your skills in both. Here, you'll have the chance to work with an Agile team as they develop digital products to support your clients' most pressing missions. We're looking for someone like you to help propel business analytics and processes forward, as well as delve into technology trends to deliver user-friendly client experiences.

As an IT business analyst, you'll work to develop leading-edge systems and processes. Working with your team of technologists, mission SMEs, and technical support analysts, you'll identify clients' business needs, gather user requirements, and develop and maintain ITSM processes. You'll understand the overall direction and nuanced user needs clearly, and you'll guide your team as they fulfill these needs by creating deployable features. Together, you'll deliver high business value products to our international clients.

Join our team in a crucial role that integrates Knowledge Management, and Configuration Management to support our client's network environment. As the Configuration and Knowledge Management Lead, you will ensure that service offerings are easily discoverable, requestable, and fulfillable, that operational knowledge is accurate, accessible, and actionable, and that configuration items are properly tracked and aligned with service delivery. This position is ideal for a systems thinker who excels in structured, ITIL-aligned environments and is committed to clarity, governance, and operational excellence. You will collaborate with various internal and external partners to uphold high standards in documentation, service lifecycle management, and knowledge dissemination.

Work with us to make an impact by keeping the warfighter safe and supporting national security.

Join us. The world can't wait.

You Have:

• 3+ years of experience in ITSM
• Experience managing Configuration Item (CI) in ServiceNow, including creation, modification, testing, and publication
• Experience in HTML, Knowledge Management, including drafting, reviewing, publishing, and retiring articles in ITSM platforms such as ServiceNow, and offline content creation tools like MS Word and PowerPoint for developing knowledge articles
• Experience with Configuration Management practices, including tracking CIs, analyzing relationships, and conducting impact assessments
• Knowledge of ITIL frameworks and the intersections between service cataloging, knowledge management, and configuration management is essential
• Ability to coordinate with Service Owners, Catalogue Editors, Approvers, and Fulfilment Groups to ensure service integrity and delivery
• Ability to contribute to the development of Standard Operating Procedures (SOPs), refine processes, and analyze performance metrics
• Ability to pay strict attention to detail and follow structured workflows for approvals, categorization, and lifecycle management
• Secret clearance
• Bachelor's degree and 2+ years of experience in a professional work environment, or 6+ years of experience in a professional work environment in lieu of a degree

Nice If You Have:

• Experience supporting U.S. military or multinational coalition environments
• Experience with international operational procedures, documentation standards, and hosting protocols
• Experience working in classified or coalition-hosted environments with multi-tiered access controls
• Experience mentoring others and delivering training on knowledge and service management best practices
• Certified Knowledge Manager (CKM) or equivalent ITSM certification

Clearance:

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; Secret clearance is required.

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.