Knowledge Analyst

NEC Software Solutions UK; 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• Maintain and archive outdated articles as needed.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

Knowledge Analyst Overview

• Company Name: NEC Software Solutions UK
• Job Role: Knowledge Analyst
• Qualifications: Not specified
• Category: I
• Job Type: Full Time
• Location: Hybrid, Hartlepool, , United Kingdom

Pay & benefits

What you'll get

We pride ourselves in offering an excellent benefits package, including an aboveaverage 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 salarylife assurance coverfunded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributionsup to a maximum of 8.5%
• A selection of flexible benefits to suit your individual needs
• All 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.
• 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 DisclosureBarring 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 candidates.

The role

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

What you'll do

• 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.
• 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.

Day-to-Day Operation

The Knowledge Analyst will

• 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.

Scope

• The 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 disciplines (Service Desk, Incident and Problem Management etc.) operate effectively.

KPI’s

Report and Manage;

• Number of pending Articles.
• Number of archived Articles.
• Number of Articles awaiting review.
• Number of Articles awaiting publication.
• Customer 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

Essential
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
ITIL Foundation Accreditation

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