Enablement Specialist

Key Role:

Provides in-depth support and leads problem-solving and implementation efforts for specific technology products or applications. Applies specific functional, working, and general industry knowledge. Develops or contributes to solutions to a variety of problems of moderate scope and complexity. Works independently with some guidance. May review or guide the activities of more junior employees. Due to the nature of work performed within this facility, U.S. citizenship is required.

Basic Qualifications:

• 2+ years of experience with IT Help Desk or Service Desk supporting customers in a technical environment

• Experience with creating and updating Knowledge Articles for internal and external customer-facing use

• Experience with ticketing and knowledge management systems such as ServiceNow

• Knowledge of ITIL concepts

• Ability to translate technical troubleshooting steps into clear, concise, and customer-friendly documentation

• Ability to collaborate with technical teams to validate content accuracy

• HS diploma or GED

Additional Qualifications:

• Experience with developing standard operating procedures (SOPs), quick reference guides, and training materials

• Experience with analytic tools to measure article performance, deflection rates, and usage metrics

• Ability to analyze ticket trends and propose knowledge gaps or process improvement

• Bachelor's degree in IT, Technical Communication, or Business Administration

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 hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. 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.

Candidate AI Usage Policy

AI is a part of our daily work at Booz Allen, and we are committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly provided.

Work Model
Our people-first culture prioritizes the benefits of collaboration, whether it occurs in person or virtually. To support engagement and effective communication, employees working virtually are generally expected to have their cameras on during meetings.

• Remote: If this position is listed as remote, there may still be occasions when you are required to work in person at a Booz Allen or customer facility.

• Hybrid: If this position is listed as hybrid, you will be expected to work from a Booz Allen facility frequently, in alignment with leadership expectations and the needs of the role. You may also be required to work from or visit a customer facility.

• Onsite: If this position is listed as onsite, work will primarily be performed at a Booz Allen office or customer facility, where employees will collaborate directly with colleagues and customers as required by the 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.