Knowledge Management & Process Improvement Specialist

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

Benefits offered by this job

25 days annual leave

Pension up to 6%

Flexible and hybrid working

Career development

Job summary

Serco Limited in Liverpool is seeking a Knowledge Coordinator to shape how knowledge is created and shared across MyHR. You will drive knowledge governance, lead improvements, and manage a small team while embedding changes that deliver measurable benefits.

You will partner with MyHR and People & Culture to simplify processes, improve access to accurate information, and support self-service adoption through data-driven insights.

Qualifications

• Experience coordinating knowledge management initiatives and continuous improvement.
• Strong process mapping (As-Is/To-Be) and Lean methodologies.
• Excellent written communication and documentation skills.
• Strong analytical skills with data-driven improvement.
• Experience implementing change across operational teams.
• Good knowledge of Microsoft 365 and CRM platforms.

Responsibilities

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

Job description

Serco Limited in Liverpool is seeking a Knowledge Coordinator to shape how knowledge is created and shared across MyHR. You will drive knowledge governance, lead improvements, and manage a small team while embedding changes that deliver measurable benefits.

You will partner with MyHR and People & Culture to simplify processes, improve access to accurate information, and support self-service adoption through data-driven insights.