Hybrid Incident & Knowledge Analyst: Elevate Resolution

Capgemini; Inverness; Hybrid; GBP 42,000 - 65,000; Full time

Job summary

Capgemini is seeking a SIAM Incident and Knowledge Analyst to coordinate Incident Management and Knowledge Management across a multi-supplier environment. You will ensure effective incident resolution and the creation, maintenance and sharing of accurate knowledge articles with suppliers and internal teams.

The role requires strong ITSM/ITIL knowledge, SIAM governance experience, data analysis, and excellent stakeholder communication to improve service stability and user experience.

Qualifications

• Experience in Incident Management, Knowledge Management, and Service Management within complex multi-supplier IT environments.
• Strong understanding of SIAM principles, supplier governance, and cross‑supplier coordination.
• Knowledge of ITIL processes (Incident, Knowledge, Problem, Service Level, and Supplier Management).
• Ability to analyse incident trends and knowledge usage to drive improvements.

Responsibilities

• Coordinate and support Incident Management and Knowledge Management across a multi-supplier service environment to ensure effective incident resolution and accessible knowledge.
• Monitor incident trends, recurring issues and knowledge usage to identify improvements in content, resolution times and first-time fix rates.
• Ensure knowledge records meet quality standards, governance requirements and are reviewed regularly for accuracy and relevance.
• Produce incident and knowledge management reporting, analysing performance metrics to support service improvement and decision-making.
• Support continual improvement initiatives by promoting knowledge sharing and increasing self-service capabilities.

Skills

Incident Management

Knowledge Management

Service Management

SIAM principles

ITIL frameworks

Stakeholder Management

Data Analysis

Governance

Job description

Capgemini is seeking a SIAM Incident and Knowledge Analyst to coordinate Incident Management and Knowledge Management across a multi-supplier environment. You will ensure effective incident resolution and the creation, maintenance and sharing of accurate knowledge articles with suppliers and internal teams.

The role requires strong ITSM/ITIL knowledge, SIAM governance experience, data analysis, and excellent stakeholder communication to improve service stability and user experience.