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ServiceNow Knowledge Manager

2 weeks ago

Sterling, Virginia, United States BAE Systems USA Full time $104,000 - $150,000 per year

Job Description

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.

Location Requirement

The successful candidate must be located within 50 miles of Sterling, VA.

Castle-Net

Required Education, Experience, & Skills

Required Education, Experience, & Skills

  • 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)
  • Behaviors that will help someone excel in this role:
  • 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

Preferred Education, Experience, & Skills

Preferred Education, Experience, & Skills

  • 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

Pay Information

Full-Time Salary Range: $ $

Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

Employee Benefits: At BAE Systems, we support our employees in all aspects of their life, including their health and financial well-being. Regular employees scheduled to work 20+ hours per week are offered: health, dental, and vision insurance; health savings accounts; a 401(k) savings plan; disability coverage; and life and accident insurance. We also have an employee assistance program, a legal plan, and other perks including discounts on things like home, auto, and pet insurance. Our leave programs include paid time off, paid holidays, as well as other types of leave, including paid parental, military, bereavement, and any applicable federal and state sick leave. Employees may participate in the company recognition program to receive monetary or non-monetary recognition awards. Other incentives may be available based on position level and/or job specifics.

About BAE Systems Intelligence & Security

BAE Systems, Inc. is the U.S. subsidiary of BAE Systems plc, an international defense, aerospace and security company which delivers a full range of products and services for air, land and naval forces, as well as advanced electronics, security, information technology solutions and customer support services. Improving the future and protecting lives is an ambitious mission, but it's what we do at BAE Systems. Working here means using your passion and ingenuity where it counts – defending national security with breakthrough technology, superior products, and intelligence solutions. As you develop the latest technology and defend national security, you will continually hone your skills on a team—making a big impact on a global scale. At BAE Systems, you'll find a rewarding career that truly makes a difference.

Intelligence & Security (I&S), based in McLean, Virginia, designs and delivers advanced defense, intelligence, and security solutions that support the important missions of our customers. Our pride and dedication shows in everything we do—from intelligence analysis, cyber operations and IT expertise to systems development, systems integration, and operations and maintenance services. Knowing that our work enables the U.S. military and government to recognize, manage and defeat threats inspires us to push ourselves and our technologies to new levels.

This position will be posted for at least 5 calendar days. The posting will remain active until the position is filled, or a qualified pool of candidates is identified.