Knowledge Analyst Job at NEC Software Solutions (Hartlepool)

Job Description

The Knowledge Analyst / Document Service Administrator role is a varied and exciting role. The role is responsible for ensuring the day-to-day Knowledge Management process activities are delivered to meet the needs of the business. It will involve working closely with key stakeholders and targeted with supporting the delivery of a high performance and reliable IT capability worldwide. Working within the Cyber, Service and Technology (CST) division and reporting to the Service Delivery Manager – Service Management, the successful candidate will be responsible for delivering Knowledge Management to the business against defined processes. The role is responsible for delivering of Services aligned to the ITIL framework and maintaining compliance with ISO20000. At a strategic level the Knowledge analyst will follow and adhere to the Knowledge Management Process.

Job Responsibility

Manage and review the progression of Knowledge Articles in accordance with the Knowledge Management processes
Develop, co-ordinate and promote the effective functioning of Knowledge Management activities across all business areas
Ensure all new Knowledge Articles are reviewed for relevance and accuracy prior to publication
Ensure any outdated articles are archived accordingly
Ensure any existing articles are regularly reviewed for relevance, accuracy and currency
Work closely with all areas of business to transfer knowledge allowing improved First Time fix capabilities and customer satisfaction
Work closely with Problem Management to ensure suitable work-arounds to existing problems are recorded, managed and used effectively
Provide guidance to all support teams within business in relation to the effective use of the Knowledge Base and any associated knowledge management systems
Provide advice and guidance to all areas business areas on the correct usage of the Knowledge Management System
Ensure the Knowledge Management System is maintained in line with Knowledge Management processes
Ensure the Knowledge Management process interfaces with the Service Desk and all other relevant ITIL process areas in an efficient and effective manner
Ensure communication channels between the Knowledge Management function and related ITIL disciplines (Service Desk, Incident and Problem Management etc.) operate effectively

Requirements

Experience of working within an ITIL role
Good understanding of all Service Management processes
Excellent interpersonal and communication skills
Self-motivated
Flexibility in approach
Ability to work under pressure
Excellent customer facing and influencing skills
Ability to make decisions and take ownership
Experience of using a Service Management Tool
Excellent knowledge of MS Excel

Nice to have

Experience using Ivanti
ITIL Foundation Accreditation

What we offer

Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
25 days paid holiday with the option to buy/ sell
4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
A fantastic selection of flexible benefits to suit your individual needs
Invaluable employee assistance programme
All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects

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Knowledge Analyst

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