SIAM Incident & Knowledge Analyst

Capgemini; Manchester; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

Capgemini is seeking an SIAM Incident and Knowledge Analyst to coordinate incident and knowledge management across a multi-supplier environment. You will work with suppliers and internal teams to create, review and maintain knowledge articles, review incidents, and drive improvements for faster resolution and better user experience.

You will monitor trends, ensure governance and quality of knowledge records, and produce reporting to support service improvement.

Qualifications

• Experience in Incident Management, Knowledge Management, Service Management, or Service Integration within complex multi-supplier IT environments.
• Strong understanding of SIAM principles, supplier governance, and the coordination of services across multiple suppliers and support teams.
• Knowledge of ITSM best practices, including Incident, Knowledge, Problem, Service Level, and Supplier Management, with a good understanding of ITIL frameworks.
• Experience analysing incident trends, recurring issues, and knowledge usage metrics to identify opportunities for service improvement and increased operational efficiency.

Responsibilities

• Coordinate and support Incident Management and Knowledge Management processes across a multi-supplier service environment, ensuring effective incident resolution and the availability of accurate, reusable knowledge.
• Work closely with suppliers and service teams to identify, create, review, and maintain knowledge articles, known errors, workarounds, and support documentation.
• Monitor incident trends and recurring issues, identifying opportunities to improve knowledge content, reduce resolution times, and enhance first-time fix rates.
• Ensure knowledge records meet agreed quality standards, governance requirements, and are regularly reviewed for accuracy, relevance, and effectiveness.
• Produce incident and knowledge management reporting, analysing performance metrics and providing insights to support service improvement and decision-making.
• Support continual improvement initiatives by promoting knowledge sharing, increasing self-service capabilities, and driving actions that improve service stability, operational efficiency, and user experience.

Skills

Incident Management

Knowledge Management

Service Management

SIAM

ITIL

Stakeholder Management

Analytical Skills

Communication Skills

Job description

Capgemini is seeking an SIAM Incident and Knowledge Analyst to coordinate incident and knowledge management across a multi-supplier environment. You will work with suppliers and internal teams to create, review and maintain knowledge articles, review incidents, and drive improvements for faster resolution and better user experience.

You will monitor trends, ensure governance and quality of knowledge records, and produce reporting to support service improvement.