Knowledge Coordinator

Serco Limited; Liverpool; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

25 days annual leave

Pension up to 6%

Hybrid working

Job summary

Serco Limited is seeking a Knowledge Coordinator to drive knowledge management across MyHR and lead initiatives to improve how information is captured, governed and shared. You will balance strategic improvement with day-to-day coordination, including managing one direct report, and promoting a culture of continuous learning and self-service.

You’ll work with MyHR and People & Culture teams to identify opportunities, simplify processes and ensure knowledge is accurate and accessible.

Qualifications

• Experience coordinating knowledge management or business change initiatives.
• Strong process improvement skills with process mapping (As-Is/To-Be).
• Excellent written communication for clear documentation.
• Strong analytical skills with data-driven improvement opportunities.

Responsibilities

• Support governance and development of knowledge management across MyHR.
• Lead process improvement initiatives using Lean and process mapping.
• Create, review and govern knowledge content for accuracy and accessibility.
• Translate process changes into clear guidance and knowledge articles (ServiceNow and other platforms).
• Facilitate workshops to identify knowledge gaps and improve practices.
• Monitor improvements via KPIs like self-service adoption and resolution times.
• Ensure governance through version control, compliance and audit readiness.

Skills

Knowledge management

Continuous improvement

Process mapping

Data analysis

Tools

ServiceNow

Microsoft 365

CRM platforms

Job description

Knowledge Coordinator

Location: Hybrid / Liverpool at least 2 days / week
Full Time | Permanent

Salary - £25,000 - £30,000 PA

At Serco, we're transforming the way our colleagues access information and support. We're looking for a Knowledge Coordinator to play a key role in shaping how knowledge is created, maintained and continuously improved across our people function.

This is an exciting opportunity for someone who enjoys improving processes, working collaboratively with stakeholders, and using data and insight to enhance the employee experience. If you're passionate about continuous improvement, knowledge management and delivering meaningful change, we'd love to hear from you.

About the role

Reporting to the Knowledge Manager, you'll help drive our knowledge management strategy while leading initiatives that improve how information is captured, governed and shared across MyHR.

You'll work closely with teams across MyHR and People & Culture to identify opportunities for improvement, simplify processes and ensure colleagues have access to accurate, accessible and up-to-date knowledge. You'll also lead the implementation of process and knowledge changes, ensuring they're successfully embedded and deliver measurable improvements.

Managing one direct report, you'll balance strategic improvement initiatives with day-to-day coordination of knowledge activities, helping to create a culture of continuous learning and self-service.

What you'll be doing

• Supporting the development and governance of knowledge management across MyHR.
• Leading process improvement initiatives using structured methodologies such as Lean and process mapping.
• Creating, reviewing and governing knowledge content to ensure it is accurate, user-focused and easy to find.
• Translating process changes into clear guidance and knowledge articles across ServiceNow and other platforms.
• Facilitating workshops to identify knowledge gaps and improve working practices.
• Monitoring the effectiveness of improvements through KPIs such as self-service adoption, case reduction and resolution times.
• Ensuring robust governance through version control, compliance and audit readiness.

What you'll bring

We're looking for someone who combines excellent communication skills with a passion for continuous improvement and delivering great customer experiences.

You'll ideally have:

• Experience coordinating or delivering knowledge management, continuous improvement or business change initiatives.
• Strong process improvement skills, with experience of process mapping (As-Is / To-Be) and identifying efficiencies.
• Excellent written communication skills with the ability to produce clear, engaging documentation.
• Strong analytical skills and experience using data to identify improvement opportunities.
• Experience planning and implementing change across operational teams.
• Good knowledge of Microsoft 365 and CRM platforms.

Desirable experience

• Experience within an HR or Shared Services environment.
• Knowledge of ServiceNow knowledge management and workflows.
• Experience with Knowledge-Centred Service (KCS) or similar knowledge management frameworks.

Why Serco?

At Serco, you'll be part of a team that's committed to making services better for our colleagues and customers. You'll have the opportunity to influence how knowledge is managed across MyHR, helping to deliver smarter services, improved employee experiences and lasting operational improvements.

Alongside a competitive salary, we offer 25 days annual leave, pension of up to 6%, flexible and hybrid working, opportunities for career development, and the chance to make a real impact within a collaborative and supportive team.

Discover your place with Serco and help shape the future of knowledge and continuous improvement within MyHR.