Knowledge & Process Improvement Lead

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

Benefits offered by this job

25 days annual leave

Pension up to 6%

Flexible & hybrid working

Career development opportunities

Job summary

Serco is seeking a Knowledge Coordinator to drive knowledge management across MyHR, improving how information is captured, governed and shared. You’ll balance strategic initiatives with day-to-day coordination, fostering a culture of continuous learning and self-service.

You’ll report to the Knowledge Manager and lead knowledge content creation, governance and change implementations across platforms, with a focus on measurable improvements and stakeholder collaboration.

Qualifications

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

Responsibilities

• Support the development and governance of knowledge management across MyHR.
• Lead process improvement initiatives using Lean and process mapping.
• Create, review and govern knowledge content to ensure 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 through KPIs like self-service adoption and resolution times.
• Ensure governance via version control, compliance and audit readiness.

Skills

Communication skills

Continuous improvement

Knowledge management

Data analysis

Change management

Microsoft 365

CRM platforms

Tools

ServiceNow

Job description

Serco is seeking a Knowledge Coordinator to drive knowledge management across MyHR, improving how information is captured, governed and shared. You’ll balance strategic initiatives with day-to-day coordination, fostering a culture of continuous learning and self-service.

You’ll report to the Knowledge Manager and lead knowledge content creation, governance and change implementations across platforms, with a focus on measurable improvements and stakeholder collaboration.