Hybrid Knowledge Management Analyst

Owen Thomas B Corp; Tees Valley; Hybrid; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Private medical cover

25 days holiday

Life assurance

Group pension plan

LinkedIn Learning access

Right to work in UK

Vetting & health checks

Job summary

NEC Software Solutions UK is seeking a Knowledge Analyst to manage and enhance the Knowledge Management processes within ICT and across CSC accounts. You will ensure articles are current, accurate, and readily available, promoting effective use of knowledge resources and collaborating with IT support teams to improve service delivery.

You will work in a hybrid role based in Hartlepool, contributing to ISO20000-related practices and driving continuous improvement across knowledge management

Qualifications

• Experience of working within an ITIL role.
• Good understanding of all Service Management processes.
• Excellent interpersonal and communication skills including liaising with all levels of management.
• Self-motivated and flexible in approach.
• Ability to work under pressure and make decisions.
• Experience using a Service Management Tool and MS Excel.

Responsibilities

• Manage knowledge articles per CSC Knowledge Management processes.
• Develop and promote knowledge management activities across ICT support areas.
• Ensure new articles are relevant and accurate before publication.
• Maintain and archive outdated articles as needed.
• Work with IT support to improve first-time fix and customer satisfaction.
• Provide guidance on knowledge management systems and metrics.

Skills

ITIL experience

Service Management

Stakeholder liaison

Communication skills

Self-motivation

Flexibility

Pressure management

Customer facing

Decision making

Service Management Tool

MS Excel

Job description

NEC Software Solutions UK is seeking a Knowledge Analyst to manage and enhance the Knowledge Management processes within ICT and across CSC accounts. You will ensure articles are current, accurate, and readily available, promoting effective use of knowledge resources and collaborating with IT support teams to improve service delivery.

You will work in a hybrid role based in Hartlepool, contributing to ISO20000-related practices and driving continuous improvement across knowledge management