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

Date Posted:

2025-04-01

Country:

United States of America

Location:

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

Position Role Type:

Remote

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?

Pratt & Whitney Neurodiverse Work Experience Program:

This position is part of P&W Neurodiverse Work Experience Program. The goal of this program is to employ individuals who identify as neurodiverse (i.e., Autism Spectrum Disorders), providing them exposure to and experience in a corporate setting. This will be a temporary assignment (approximately 14-weeks), and candidates will receive consideration for full-time placement upon completion of the program.

The P&W Neurodiverse Work Experience Program (NWEP) is designed to help build your professional credentials while also igniting your imagination. This program provides opportunities throughout our company and is available to those who are motivated to learn and grow.

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:       

• You are currently enrolled in OR have obtained an undergraduate or graduate degree 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. For onsite and hybrid roles, commuting to and from the assigned site is the employee’s personal responsibility.

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 you live within a reasonable commute of a Pratt & Whitney site with other colleagues you interact with, your manager will discuss whether there is a degree of onsite presence associated with this role.

The salary range for this role is 37,000 USD - 82,000 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills.

Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement.

Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance.

This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply.

RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.

RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.

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