Knowledge Analyst

At a strategic level the Knowledge Analyst will follow and adhere to the Customer Service Centre (CSC) Knowledge Management Process. The overall role includes: continually improving the Knowledge Management processes; ensuring that Knowledge articles within the Knowledge Base(s) are reviewed for relevance and accuracy; promoting the effective use of documentation and the Knowledge Base within the business.

Responsibilities

Manage and review the progression of Knowledge Articles in accordance with the CSC Knowledge Management processes; Develop, co-ordinate and promote the effective functioning of Knowledge Management activities across all of ICT’s support and development areas; Ensure all new Knowledge Articles are reviewed for relevance and accuracy prior to publication; Ensure any outdated articles are archived accordingly; Ensure any existing articles are regularly reviewed for relevance, accuracy and currency; Work closely with all areas of IT support and development to transfer knowledge allowing improved First Time fix capabilities and customer satisfaction; Work closely with Problem Management to ensure suitable work-arounds to existing problems are recorded, managed and used effectively; Examine potential areas for service improvement and raise proposals with senior ICT management via the Continuous Service Improvement process; Provide expert guidance to all support teams within ICT in relation to the effective use of the Knowledge Base and any associated knowledge management systems; Manage the ITSS KnowIT SharePoint ensuring documents are reviewed and updated in accordance with ISO20000 requirements; Assist in the design and preparation of training courses relating to Knowledge Management; Provide advice and guidance to all areas of IT Support on the correct usage of the Knowledge Management System; Ensure the Knowledge Management System is maintained in line with Knowledge Management processes; Design appropriate metrics for reporting on key performance and quality indicators in relation to Knowledge Management; Help in developing and continuously improving the CSC Knowledge Management Processes; Act as Knowledge Analyst for all CSC accounts, ensuring adherence to the Knowledge Management processes at all times; Identify and raise risks and issues with the Knowledge managers which are impacting the Knowledge Management Processes; Contribute towards the development and retention of ISO/IEC20000 accreditation; Ensure the Knowledge Management process interfaces with the Service Desk and all other relevant ITIL process areas in an efficient and effective manner; Ensure communication channels between the Knowledge Management function and related ITIL disciplines (Service Desk, Incident and Problem Management etc.) operate effectively; Report and manage KPIs including number of pending Articles, archived Articles, Articles awaiting review, Articles awaiting publication, and customer/support team satisfaction; Where required, work with transition managers to transfer existing knowledge into PS following successful bids; Manage the introduction of Knowledge Management processes and the Knowledge Management System to new accounts following successful bids; Pro-actively apply best practice across all Accounts

Requirements

Experience of working within an ITIL role; Good understanding of all Service Management processes; Excellent interpersonal and communication skills including previous experience liaising with all levels of management; Self-motivated; Flexibility in approach; Ability to work under pressure; Excellent customer facing and influencing skills; Ability to make decisions and take ownership; Experience of using a Service Management Tool; Excellent knowledge of MS Excel; Candidates must be able to demonstrate a pre-existing right to work and travel within the UK

Nice to have

Experience using vFire; ITIL Foundation Accreditation

Benefits

Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost); 25 days paid holiday with the option to buy/sell (FTE); 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost); A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%; A selection of flexible benefits to suit your individual needs; Free access to LinkedIn Learning with over 15000 courses