Technology Quality & Knowledge Lead

Frey Consulting Group; Jarrow; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated professional to ensure the quality of IT ticketing processes and enhance organizational knowledge. This role is crucial in optimizing service delivery by monitoring ticket standards, developing a user-friendly knowledge base, and providing training to IT staff. With a focus on collaboration and continuous improvement, the position offers an exciting opportunity to make a significant impact on IT operations. Join a dynamic team that values innovation and strives for excellence in service quality, while enjoying a range of attractive perks and a supportive work environment.

Benefits

Discretionary Annual Bonus

Up to 5% matched pension contribution

4x annual salary life assurance

25 days annual leave plus bank holidays

Salary Sacrifice Car Scheme

Employee discounts through Edenred

Cycle to work scheme

Employee Assistance Programme

Qualifications

• Proficiency in ticketing systems and knowledge management tools is essential.
• Strong analytical and communication skills are required.

Responsibilities

• Monitor IT ticket quality and ensure adherence to standards.
• Develop and maintain a centralized knowledge base for IT processes.

Skills

Ticketing Systems Expertise

Knowledge Management Tools

ITIL Framework

Data Analysis

Clear Documentation

Team Training

Process Optimization

Adaptability

Tools

ServiceNow

Jira

Zendesk

PowerBI

Visio

Job description

This role combines responsibilities for ensuring the quality of IT ticketing processes and managing organizational knowledge effectively. This role sits in our Service Delivery team as part of the wider Operations area.

Responsibilities:

• Ticket Quality Assurance: Monitor and evaluate IT tickets to ensure they meet quality standards, including accuracy, completeness, and timeliness.
• Knowledge Management: Develop, maintain, and improve a centralized knowledge base for IT processes, ensuring accessibility and usability for team members.
• Process Optimization: Identify inefficiencies in ticketing workflows and implement improvements to enhance service delivery.
• Training and Support: Provide training to IT staff on best practices for ticket management and knowledge sharing.
• Reporting and Analysis: Generate reports on ticketing performance metrics and analyze trends to improve overall IT service quality.
• Collaboration: Work closely with IT teams and stakeholders to address recurring issues and enhance user satisfaction.

Ticket Quality Accountabilities:

• Monitoring and Evaluation: Regularly review IT tickets to ensure they meet quality standards, including accuracy, completeness, and proper categorization.
• Standardization: Establish and enforce guidelines for ticket creation, prioritization, and resolution to maintain consistency.
• Root Cause Analysis: Identify recurring issues through ticket trends and collaborate with teams to address underlying problems.
• Escalation Management: Ensure proper escalation protocols are followed for unresolved or critical tickets.
• Performance Metrics: Track and report on ticket quality metrics, such as resolution time, first-call resolution rate, and customer satisfaction.

Knowledge Management Accountabilities:

• Knowledge Base Development: Create and maintain a centralized repository of IT processes, solutions, and best practices.
• Accessibility: Ensure the knowledge base is user-friendly and accessible to all relevant stakeholders.
• Content Accuracy: Regularly update knowledge articles to reflect changes in IT systems or processes.
• Training and Awareness: Conduct training sessions to promote effective use of the knowledge base among IT staff.
• Feedback Integration: Gather feedback from users to improve the quality and relevance of knowledge resources.

Required skills & experience:

Technical Skills:

• Ticketing Systems Expertise: Proficiency in tools like ServiceNow, Jira, or Zendesk.
• Knowledge Management Tools: Familiarity with platforms for creating and maintaining knowledge bases.
• ITIL Framework: Understanding of ITIL processes, including incident, problem, and change management.
• Experience with PowerBI, Visio.

Analytical Skills:

• Data Analysis: Ability to analyze ticket trends and performance metrics to identify areas for improvement.
• Root Cause Analysis: Skill in identifying underlying issues and implementing long-term solutions.

Communication Skills:

• Clear Documentation: Writing concise and user-friendly knowledge articles.
• Stakeholder Communication: Effectively conveying insights and recommendations to technical and non-technical audiences.

Leadership Skills:

• Team Training: Guiding IT staff on best practices for ticket management and knowledge sharing.
• Collaboration: Working with cross-functional teams to improve service quality.

Problem-Solving Skills:

• Process Optimization: Identifying inefficiencies in ticketing workflows and implementing improvements.
• Adaptability: Quickly addressing new challenges and evolving IT needs.

What we offer:

• Discretionary Annual Bonus.
• Up to 5% matched pension contribution.
• 4x annual salary life assurance.
• 25 days annual leave plus bank holidays.
• Salary Sacrifice Car Scheme.
• Employee discounts through Edenred.
• Cycle to work scheme.
• Employee Assistance Programme.

This role is based full time in our Jarrow office.