Knowledge and Information Analyst

Beighton; Sheffield; Hybrid; GBP 32,000 - 45,000; Full time

Job summary

Sheffield City Council is building its Customer Experience Capability to improve how residents access information and how colleagues are supported. The Knowledge and Information Analyst will own the approach to customer knowledge, ensuring accurate, accessible information across online services and frontline support.

You will establish trusted sources, improve content quality and work with service teams to close gaps, with a focus on clear language, content ownership and practical guidance for

Qualifications

• Experience developing, managing or improving a knowledge base or guidance library.
• Ability to translate complex policies into practical guidance.
• Experience using evidence about content usage to set priorities.
• Experience working with service or digital environments.

Responsibilities

• Managing and improving customer knowledge across internal guidance, customer-facing information and systems such as CRM and web self-service.
• Developing clear standards for creating, reviewing, approving and updating customer information.
• Ensuring guidance is accurate, current, accessible and written in straightforward language.
• Checking the quality of knowledge articles, FAQs and service information.
• Establishing content ownership and training colleagues to maintain information.
• Producing insight about how knowledge is used and where content needs attention.

Skills

Knowledge management

Content ownership

Quality standards

CRM & Microsoft 365 tools

Metadata and categorisation

Translating policy to guidance

Tools

CRM systems

Microsoft 365

Knowledge platforms

Job description

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Sheffield City Council is building its Customer Experience Capability, a team focused on improving how residents experience council services and how colleagues are supported to deliver them.

The team brings together customer journeys, insight, workforce development, equalities, engagement and communications. Its purpose is to help the Council work in a more joined-up and customer-focused way, using feedback, data, digital tools, and practical improvement methods to make services easier to access and better to use.

Make information clearer, easier to find and more useful

We are looking for a skilled Knowledge and Information Analyst to help improve how customer information is created, managed and used across Sheffield City Council.

You will play a central role in ensuring that colleagues and customers can access accurate, consistent and accessible information, whether they are using online services, contacting the Council or supporting customers as part of a frontline team.

Working within the Customer Intelligence function, you will take day-to-day ownership of our customer knowledge approach. You will help establish trusted sources of information, improve content quality and make it easier for colleagues to give customers the right answer at the right time.

What you will be doing

You will manage and improve customer knowledge across internal guidance, customer-facing information and systems such as the CRM and web-based self-service, with responsibilities including:

• developing clear standards for creating, reviewing, approving and updating customer information
• ensuring guidance is accurate, current, accessible and written in straightforward language
• checking the quality of knowledge articles, frequently asked questions and service information
• working with service specialists, operational teams and Digital and ICT colleagues to address gaps or inconsistencies
• establishing content ownership and supporting contributors to keep information up to date
• providing practical training and guidance for colleagues who create or maintain knowledge
• maintaining a prioritised programme of knowledge improvements and monitoring progress
• producing insight about how knowledge is being used, where gaps exist and where content needs attention

What we are looking for

You will bring practical experience of developing, managing or improving a knowledge base, guidance library or similar information resource, ideally within a customer contact, operational service or digital environment.

You should be able to demonstrate experience of:

• managing structured information used by teams of employees
• introducing or applying quality standards, content reviews and version controls
• working with subject specialists and technical or operational colleagues
• using evidence about content usage, customer contact or service performance to determine priorities
• working with customer relationship management systems, knowledge platforms and/or Microsoft 365 tools
• organising information through effective categories, metadata or other structures
• translating complicated policies and processes into clear, practical guidance

This is an opportunity to influence how customer information is managed across the Council and help shape a developing Customer Intelligence function.

Your work will help colleagues resolve enquiries more consistently, reduce avoidable contact and make it easier for customers to find and understand the information they need. You will work with a wide range of services and have the opportunity to introduce practical standards and ways of working that can deliver lasting improvements.

The post operates on a hybrid basis with an expectation to work from the office for a minimum of 40% of the contracted hours to facilitate networking, planned collaboration, meetings and service events.

We are investing in our workforce and are promoting opportunities to our under-represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly.

We are committed to safeguarding and promoting the welfare of all individuals, ensuring a safe and supportive environment for everyoneand where appropriate to the role the successful applicant will be required to undertake relevant safeguarding checks.

Under the Guaranteed Interview scheme, applicants who are disabled, care leavers, or armed forces veterans will be guaranteed an interview if they meet the essential criteria and indicate their eligibility on the application form. Sometimes, if lots of people apply, we might not be able to interview everyone who qualifies for the Guarantee. In these cases, we’ll interview the candidates who best meet the essential criteria for the job.

Full-time employees work 37 hours for 52 weeks of the year and we offer a generous holiday entitlement. We are open to discussions about a wide range of flexible working opportunities which benefit you and the Council, including reduced hour contracts, working part time or as a job share.

If you are appointed to this role, your starting salary will be at the bottom of the grade. If you provide payslip evidence that your basic pay is greater than the bottom of the grade, we will consider starting you at the point of minimum advantage within the grade.

Equality of pay is extremely important to us. All roles at Sheffield City Council are going through an evaluation process which may result in changes to some pay arrangements from 2026. Read about the new job evaluation process to be introduced at Sheffield City Council.