Knowledge Analyst

NEC Software Solutions; Fir Tree; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Private Medical Coverage

25 days holiday

Generous pension contributions

Life assurance 4x salary

LinkedIn Learning access

Flexible benefits

Job summary

NEC Software Solutions is seeking a Knowledge Analyst to manage and enhance the CSC Knowledge Management processes. You will ensure Knowledge Articles are current, accurate, and effectively used across ICT support and development teams. You will also promote continuous improvement and provide guidance on KM systems.

The role involves coordinating KM activities, designing KPIs, and supporting training initiatives to improve first-time fix capabilities and service quality within the organisation.

Qualifications

• Experience in ITIL roles and service management
• Excellent MS Excel knowledge
• Strong interpersonal and communication skills
• Ability to work under pressure and ownership of decisions
• Experience using a Service Management Tool
• Familiarity with knowledge management systems
• Flexibility in approach and self-motivation
• Knowledge of asset and knowledge management processes

Responsibilities

• Manage and review progression of Knowledge Articles per CSC processes.
• Promote effective Knowledge Management across ICT support and development areas.
• Review relevance and accuracy of new Knowledge Articles; archive outdated ones.
• Ensure regular review of existing articles for currency.
• Collaborate with IT and Problem Management to capture workarounds.
• Design metrics for reporting KM KPIs and quality indicators.

Skills

ITIL experience

Service Management

Interpersonal skills

Pressure handling

Customer facing

Decision making

MS Excel

Service Management Tool

Flexibility

Self-motivated

Tools

vFire

Job description

Company Description

Come join us and make a difference in the world!Discover more at NO AGENCIES PLEASEJob Description

At a strategic level the Knowledge analyst will follow and adhere to the Customer Service Centre (CSC) Knowledge Management ProcessThe 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.

Main Responsibilities

Day-to-Day Operation:The Knowledge Analyst willManage 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 areasEnsure all new Knowledge Articles are reviewed for relevance and accuracy prior to 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 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 processProvide 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.

Process Responsibilities

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 Scope includes the development and management of the Knowledge Management processes used within the PS IT Support area and any additional areas utilising the KB functionality.

Logistics

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 Foundation AccreditationAdditional Information

Additional Information

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following: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 needsAll colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.

OTHER INFORMATION

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be
required.All offers are subject to satisfactory vetting, references and occupational health checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all

We Are

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.Working with us, you'll be helping our 3,000+ employees push the boundaries of what's possible and support amazing public services.We work with governments, hospitals, police
forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.We'd love your help. And we'll support you all the way.

Summary

Type: Full-timeFunction: Information TechnologyExperience level: Not ApplicableIndustry: Information Technology And Services
ITIL disciplines (Service Desk, Incident and Problem Management etc.) operate effectively.KPI'sReport and Manage;Number of pending Articles.Number of archived Articles.Number of Articles awaiting review.Number of Articles awaited and Support teams' satisfaction relating to the Knowledge Management process.

Client Management

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

Qualifications

• QualificationsEssential
• 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

Desirable

• Experience using vFire