Incident & Knowledge Analyst

Capgemini; United Kingdom; Hybrid; GBP 42,000 - 65,000; Full time

Job summary

Capgemini is seeking an SIAM Incident and Knowledge Analyst to coordinate Incident and Knowledge Management across a multi-supplier environment. You will ensure effective incident resolution and create reusable knowledge for faster service delivery.

You will monitor trends, maintain knowledge quality, and deliver governance-ready reports to drive service improvements. The role emphasizes collaboration with suppliers, internal teams, and stakeholders to enhance user experience and operational

Qualifications

• Experience in Incident Management, Knowledge Management, Service Management, or Service Integration within complex multi-supplier IT environments.
• Strong understanding of SIAM principles, supplier governance, and coordination of services across multiple suppliers and support teams.
• Knowledge of ITSM best practices, including Incident, Knowledge, Problem, Service Level, and Supplier Management, with solid ITIL familiarity.
• Experience analyzing incident trends, recurring issues, and knowledge-usage metrics to drive improvements.
• Strong analytical, organizational, and communication skills for high-quality knowledge articles and management information.
• Excellent stakeholder management to collaborate with suppliers, technical teams, service desks, and business stakeholders.

Responsibilities

• Coordinate and support Incident Management and Knowledge Management processes across a multi-supplier environment to ensure effective incident resolution.
• Work with suppliers and service teams to identify, create, review, and maintain knowledge articles, known errors, workarounds, and documentation.
• Monitor incident trends and recurring issues to improve knowledge content, reduce resolution times, and enhance first-time fix rates.
• Ensure knowledge records meet quality, governance, and review standards for accuracy and usefulness.
• Produce incident and knowledge management reporting and provide insights to support service improvement and decision-making.
• Promote knowledge sharing and continual improvement to increase self-service capabilities and overall service stability.

Skills

SIAM principles

Incident Management

Knowledge Management

ITSM ITIL

Stakeholder management

Data analysis

Cross-functional collaboration

Job description

About the job you’re considering

The SIAM Incident and Knowledge Analyst is accountable for coordinating and supporting Incident Management and Knowledge Management activities across a complex multi-supplier environment. The role is outcome-focused, ensuring incidents are managed effectively while knowledge articles are created, maintained, and shared to improve service resolution, user experience, and operational efficiency. The Incident and Knowledge Analyst will work closely with suppliers and internal teams to monitor incident performance, support knowledge governance, and ensure compliance with agreed processes, standards, and service commitments. Through effective collaboration, data analysis, knowledge sharing, and continual improvement, the role contributes to improved service stability, faster incident resolution, enhanced self-service capabilities, and the delivery of measurable business value.

Hybrid working:

The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

Your role

Coordinate and support Incident Management and Knowledge Management processes across a multi-supplier service environment, ensuring effective incident resolution and the availability of accurate, reusable knowledge.

Work closely with suppliers and service teams to identify, create, review, and maintain knowledge articles, known errors, workarounds, and support documentation.

Monitor incident trends and recurring issues, identifying opportunities to improve knowledge content, reduce resolution times, and enhance first-time fix rates.

Ensure knowledge records meet agreed quality standards, governance requirements, and are regularly reviewed for accuracy, relevance, and effectiveness.

Produce incident and knowledge management reporting, analysing performance metrics and providing insights to support service improvement and decision-making.

Support continual improvement initiatives by promoting knowledge sharing, increasing self-service capabilities, and driving actions that improve service stability, operational efficiency, and user experience.

You can bring your whole self to work. At Capgemini, striving for equity, diversity and inclusion is part of everyday life, and will be part of your working reality. We have built an inclusive and welcoming environment, for everyone.

Your skills and experience

• Experience in Incident Management, Knowledge Management, Service Management, or Service Integration within complex multi-supplier IT environments.
• Strong understanding of SIAM principles, supplier governance, and the coordination of services across multiple suppliers and support teams.
• Knowledge of ITSM best practices, including Incident, Knowledge, Problem, Service Level, and Supplier Management, with a good understanding of ITIL frameworks.
• Experience analysing incident trends, recurring issues, and knowledge usage metrics to identify opportunities for service improvement and increased operational efficiency.
• Strong analytical, organisational, and communication skills, with the ability to create and maintain high-quality knowledge articles, support documentation, and management information.
• Excellent stakeholder management skills, with the ability to collaborate effectively with suppliers, technical teams, service desk functions, and business stakeholders to improve service performance, knowledge sharing, and user experience.

We are a Disability Confident Employer

Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government’s Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:Declare they have a disability, andMeet the minimum essential criteria for the role.Please opt in during the application process.

Your security clearance and pre-employment checks

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance. To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements. Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality. Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.

Make it real – what does it mean for you?

Flexibility to work your wayYou will be encouraged to have a positive work-life balance. Our hybrid-first way of working means we embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements.

Your wellbeingYou’d be joining an accredited Great Place to work for Wellbeing in 2023. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions. To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.

Shape your pathYou will be empowered to explore, innovate, and progress. You will benefit from Capgemini’s ‘learning for life’ mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more.

Shared energyYou’ll be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from your teammates as you unlock value in everything you do. You’ll be joining a professional community of experts, who have got your back and will support you, every step of the way.

Why should you consider Capgemini?

Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.

About Capgemini

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organisations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to‑end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2025 global revenues of €22.5 billion. Make it real | www.capgemini.com