Intern: Summer 2025 - Information Technology Service Management (ITSM) Knowledge Management Analyst (Remote)

Date Posted:

2025-05-14

Country:

United States of America

Location:

PW208: Connecticut Remote Remote Location , Remote City, CT, 06035 USA

Position Role Type:

Remote

U.S. Citizen, U.S. Person, or Immigration Status Requirements:

This job requires a U.S. Person. A U.S. Person is a lawful permanent resident as defined in 8 U.S.C. 1101(a)(20) or who is a protected individual as defined by 8 U.S.C. 1324b(a)(3). U.S. citizens, U.S. nationals, U.S. permanent residents, or individuals granted refugee or asylee status in the U.S. are considered U.S. persons. For a complete definition of “U.S. Person” go here. https://www.ecfr.gov/current/title-22/chapter-I/subchapter-M/part-120/subpart-C/section-120.62

Security Clearance:

None/Not Required

Pratt & Whitney is working to once again transform the future of flight—designing, building, and servicing engines unlike any the world has ever seen. And because transformation begins from within, we’re seeking the people to drive it. So, calling all curious. 

Come ready to explore and you’ll find a place where your talent takes flight—beyond the borders of title, a country, or your comfort zone. Bring your passion and commitment and we’ll welcome you into a tight-knit team that takes our mission personally. Channel your drive to make a difference into shaping an organization and an industry that’s evolving fast to the future.

At Pratt & Whitney, the difference you make is on display every day. Just look up. Are you ready to go beyond?

What you will do:

The Pratt & Whitney Digital Workplace Services organization is responsible for all end-user computing at Pratt & Whitney. The includes all personal computing hardware and software, mobility, software collaboration tools, unified communications and service excellence.  Our organization plays a crucial role in supporting the company's operations and ensuring the efficient use of technology resources.

The Digital Technologies (DT) Information Technology Service Management (ITSM) Knowledge Management Analyst plays a crucial role in ensuring the efficient and effective delivery of IT services by developing, maintaining, and promoting a comprehensive knowledge base. This position focuses on leveraging ITIL best practices and the ServiceNow platform to create, curate, and distribute relevant information to DT staff and end-users. The Analyst will collaborate with various IT teams to capture, document, and improve knowledge articles, assisting in the creation and of a self-service knowledge base.

Knowledge Base Management:

• Assist in developing and implementing a self-service knowledge base in the ServiceNow platform using ITIL standards and best practices.
• Collaborate with a wide variety of DT teams to capture and document technical knowledge, troubleshooting steps, and best practices around their services.
• Monitor and analyze knowledge base usage, identifying areas for improvement and optimization.
• Assist in the maintenance and support of knowledge article templates and workflows within ServiceNow.
• Provide training and support to IT staff on knowledge management processes and tools.

Qualifications You Must Have:       

• Enrolled in a degree program in Computer Engineering/Science, Cybersecurity, Data Science, Information Systems or other Information Technology concentrations
• You are a U.S. Person (U.S. citizen, permanent resident, or granted refugee or asylee status) as defined here:  https://www.ecfr.gov/current/title-22/chapter-I/subchapter-M/part-120/subpart-C/section-120.62 
• Minimum GPA of 3.2
• If currently enrolled, you will have at least 30 credits prior to start
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

Qualifications We Prefer:

• Excellent verbal and written communication skills and a consistent record of collaboration, innovation, and initiative
• Excellent attention to detail and organizational skills.

Learn More & Apply Now!

This position is classified as Remote. Candidates will learn more about role type and current site status throughout the recruiting process.

Remote: Employees who are working in Remote roles will work primarily offsite (from home). An employee may be expected to travel to the site location as needed. *Position is remote; however, if