Knowledge Management Specialist

NEC Software Solutions; Fir Tree; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Private Medical Coverage

25 days holiday

Generous pension contributions

Life assurance 4x salary

LinkedIn Learning access

Flexible benefits

Job summary

NEC Software Solutions is seeking a Knowledge Analyst to manage and enhance the CSC Knowledge Management processes. You will ensure Knowledge Articles are current, accurate, and effectively used across ICT support and development teams. You will also promote continuous improvement and provide guidance on KM systems.

The role involves coordinating KM activities, designing KPIs, and supporting training initiatives to improve first-time fix capabilities and service quality within the organisation.

Qualifications

• Experience in ITIL roles and service management
• Excellent MS Excel knowledge
• Strong interpersonal and communication skills
• Ability to work under pressure and ownership of decisions
• Experience using a Service Management Tool
• Familiarity with knowledge management systems
• Flexibility in approach and self-motivation
• Knowledge of asset and knowledge management processes

Responsibilities

• Manage and review progression of Knowledge Articles per CSC processes.
• Promote effective Knowledge Management across ICT support and development areas.
• Review relevance and accuracy of new Knowledge Articles; archive outdated ones.
• Ensure regular review of existing articles for currency.
• Collaborate with IT and Problem Management to capture workarounds.
• Design metrics for reporting KM KPIs and quality indicators.

Skills

ITIL experience

Service Management

Interpersonal skills

Pressure handling

Customer facing

Decision making

MS Excel

Service Management Tool

Flexibility

Self-motivated

Tools

vFire

Job description

NEC Software Solutions is seeking a Knowledge Analyst to manage and enhance the CSC Knowledge Management processes. You will ensure Knowledge Articles are current, accurate, and effectively used across ICT support and development teams. You will also promote continuous improvement and provide guidance on KM systems.

The role involves coordinating KM activities, designing KPIs, and supporting training initiatives to improve first-time fix capabilities and service quality within the organisation.