Strategic Incident & Knowledge Management Specialist

Capgemini; United Kingdom; Hybrid; GBP 42,000 - 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 ensure effective incident resolution and create reusable knowledge for faster service delivery.

You will monitor trends, maintain knowledge quality, and deliver governance-ready reports to drive service improvements. The role emphasizes collaboration with suppliers, internal teams, and stakeholders to enhance user experience and operational

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 coordination of services across multiple suppliers and support teams.
• Knowledge of ITSM best practices, including Incident, Knowledge, Problem, Service Level, and Supplier Management, with solid ITIL familiarity.
• Experience analyzing incident trends, recurring issues, and knowledge-usage metrics to drive improvements.
• Strong analytical, organizational, and communication skills for high-quality knowledge articles and management information.
• Excellent stakeholder management to collaborate with suppliers, technical teams, service desks, and business stakeholders.

Responsibilities

• Coordinate and support Incident Management and Knowledge Management processes across a multi-supplier environment to ensure effective incident resolution.
• Work with suppliers and service teams to identify, create, review, and maintain knowledge articles, known errors, workarounds, and documentation.
• Monitor incident trends and recurring issues to improve knowledge content, reduce resolution times, and enhance first-time fix rates.
• Ensure knowledge records meet quality, governance, and review standards for accuracy and usefulness.
• Produce incident and knowledge management reporting and provide insights to support service improvement and decision-making.
• Promote knowledge sharing and continual improvement to increase self-service capabilities and overall service stability.

Skills

SIAM principles

Incident Management

Knowledge Management

ITSM ITIL

Stakeholder management

Data analysis

Cross-functional collaboration

Job description

Capgemini is seeking an SIAM Incident and Knowledge Analyst to coordinate Incident and Knowledge Management across a multi-supplier environment. You will ensure effective incident resolution and create reusable knowledge for faster service delivery.

You will monitor trends, maintain knowledge quality, and deliver governance-ready reports to drive service improvements. The role emphasizes collaboration with suppliers, internal teams, and stakeholders to enhance user experience and operational