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%

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

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.