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ITSM Knowledge Content & Quality Assurance Manager

Hybrid in Bristol·Added today (last checked 13 Nov)

Department for Environment, Food & Rural Affairs (Defra)

15 open roles

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Our summary

Salary
£44,052 - £48,168 a year

About £2,940 - £3,180 a month after tax.

Work mode
Hybrid, Bristol
Closing date
Apply by Tuesday 24 November
Holiday
25 days holiday + bank holidays
Pension
28.97% employer pension
Commute
Cycle to work and season ticket loan

Skills

Requirements

What we're looking for

  • Experience leading Knowledge Management, Content Management or Service Improvement initiatives within an IT or Digital environment.
  • An understanding of IT Service Management (ITSM) principles and best practice.
  • Excellent stakeholder management and influencing skills, with the ability to work across multiple teams and levels.
  • Experience developing governance frameworks, quality standards and assurance processes.
  • Strong analytical skills with the ability to use data and insights to drive improvements.
  • Experience leading change, embedding new ways of working and delivering measurable outcomes.
  • Previous people management or team leadership experience.
  • Experience working with ServiceNow Knowledge Management or similar enterprise knowledge platforms.
  • Knowledge of accessibility and content design standards.
  • Experience of Agile delivery environments.
  • ITIL qualification or equivalent experience.

Pay & benefits

What you'll get

£44,052 - £48,168

SEO National: £44,052- £48,168, plus industry leading pension and benefits.

For details of our pay on appointment policy, please see below under the heading 'Salary'.

A Civil Service Pension with an employer contribution of 28.97%

Alongside your salary of £44,052, Department for Environment, Food and Rural Affairs contributes £12,761 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

  • 25 days' leave (rising to 30 days over 5 years) plus bank holidays.
  • A Civil Service pension with an average employer contribution of 28.97%.
  • A day off per year for the King's birthday.
  • Access to a range of retail discounts (these include supermarket, tech, gym, holiday, phone and more).
  • Flexible working options such as condensed hours, part-time and flexi time.
  • 3 paid volunteering days per year.
  • Funding for professional membership of a recognised professional body.
  • Learning and development tailored to your role and budget for training or qualifications.
  • A culture encouraging inclusion and diversity.
  • Cycle to work scheme.
  • Health cash plan to help you manage health costs for a reduced monthly fee.
  • Access to the Employee Assistance Programme open 24 hours, 7 days a week, that provides support to you during any times of stress or difficulty.
  • Free access to Headspace for wellbeing.
  • Season ticket loan for public transport.

Visa & relocation

This job is broadly open to the following groups:

  • UK nationals
  • nationals of the Republic of Ireland
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
  • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
  • individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
  • Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

The role

Shape the Future of IT Service Management Knowledge, Automation and AI

We have an exciting opportunity for an experienced Knowledge Management professional to join the ITSM Knowledge Management Practice Office within Group Infrastructure & Operations (GIO).

As we continue our transformation towards a user-centred service model, this role will be instrumental in driving the next phase of our Knowledge Management strategy. You will support the ITSM Knowledge Management Lead with improving knowledge quality, content governance and service adoption, while supporting the expansion of automation capabilities within the ServiceNow platform and the integration of AI-enabled solutions.

You will work on the implementation of the Knowledge Roadmap, embedding content design standards, driving governance and assurance activities, and ensuring knowledge remains a strategic asset that supports operational performance. The role includes line management responsibility for one to two HEO colleagues and requires strong leadership, stakeholder engagement and change management skills.

This is a highly visible role that offers the opportunity to influence how knowledge is created, managed and consumed across the organisation, ensuring colleagues and customers have seamless access to accurate, searchable and actionable information.

What you'll do

  • Support the implementation of the Knowledge Improvement Roadmap, ensuring delivery of key strategic objectives.
  • Drive the adoption of user-centred content design principles across IT services.
  • Champion continual improvement through governance, quality assurance and performance measurement.
  • Support the adoption of AI and automation capabilities that enhance knowledge discovery and self-service experiences.
  • Lead the implementation of the Content and Quality Assurance Audit Programme and ensure compliance with established standards and guardrails.
  • Design, develop and oversee high-quality knowledge content within ServiceNow.
  • Facilitate workshops with technical teams and subject matter experts to create effective support content for both end users and service teams.
  • Establish and maintain content standards, accessibility requirements and governance controls.
  • Ensure knowledge remains accurate, relevant and aligned to business needs through regular review cycles.
  • Drive improvements to content usability through effective structure, metadata, multimedia and linking strategies.
  • Lead initiatives to improve knowledge searchability, discoverability and user experience within ServiceNow.
  • Work closely with Service Tooling teams to optimise templates, taxonomy, metadata and categorisation structures.
  • Support the development of Virtual Agent knowledge capabilities and conversational experiences.
  • Utilise the Article Quality Index (AQI) and other performance measures to identify opportunities for continuous improvement.
  • Build strong working relationships with service teams, project teams, SMEs and business stakeholders.
  • Develop and deliver training and coaching programmes to improve knowledge authoring capabilities across the organisation.
  • Promote a culture of knowledge sharing and continuous learning.
  • Facilitate feedback sessions and engagement activities to understand user needs and drive service improvements.
  • Use ServiceNow reporting and analytics to monitor knowledge performance and user engagement.
  • Identify trends, recurring issues and support demand patterns to proactively improve content and reduce avoidable contacts.
  • Produce actionable insights and recommendations that support strategic decision-making.
  • Measure and report on the effectiveness of Knowledge Management initiatives against agreed outcomes.

How you'll work

Flexible working, Full-time, Job share, Part-time

The agreed amount of time spent at a workplace for this post will reflect the requirement for Civil Servants to spend at least 60% of their working time in an organisation workplace with the option to work the remaining time flexibly from home. Working time spent at a workplace may include time spent at other organisational locations including field-based operational locations, together with supplier, customer or partner locations. This is a non-contractual agreement which is consistent with common Civil Service expectations.

Apply before

Apply before 11:55 pm on Tuesday 24th November 2026

Reference number

484050

Job grade

Senior Executive Officer

Contract type

Fixed term
Secondment

Length of employment

24 months

Type of role

Digital
Information Technology
Knowledge and Information Management

Number of jobs available

1

Location

Our main Defra DDTS hubs are in York, Warrington, Newcastle, Reading and Bristol, however the successful candidate may be contractually based at their current Defra office.

As part of the pre-employment process for this post, successful candidate(s) will be able to agree a contractual workplace from those locations listed in this advert. The agreed contractual workplace is then the substantive and permanent place of work for the successful candidate(s).

Where the location is 'National' the successful appointee should discuss and agree an appropriate contractual location in line with both Defra's location policy and site capacity, prior to proceeding with pre-employment processes.

Travel costs to non-contractual workplaces will be subject to departmental travel and subsistence policies. Travel costs to contractual workplaces are the responsibility of the employee.

The successful candidate is required to carry out all their duties from a UK location, and cannot do so from an overseas location at any time.

We are seeking adaptable individuals to join our team during a period of increased operational demand.

This role is funded under a time-bound government initiative lasting 24 months. While the position is temporary, business needs frequently evolve.

Reserve list

A reserve list may be held for a period of 12 months from which further appointments can be made.

Childcare Vouchers

Any move to DEFRA from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare; for further information visit the Childcare Choices website.

Salary

Existing Civil Servants moving on level transfer will retain their current salary or move onto the pay range minimum, whichever is the higher. Staff moving on promotion will have their pay increased by 10% or move onto the pay range minimum, whichever is the higher. As a general rule allowances and supplements will not be recognised.

Job contact

  • Name : DDTSonPayrollRecruitment@defra.gov.uk
  • Email : DDTSonPayrollRecruitment@defra.gov.uk

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Hiring process

The Civil Service marks each element of the selection process on a merit basis. You can visit the gov.uk website for further information on the Civil Service rating scale.

Ensure you have tailored your CV and Personal Statement to the 'skills and experience' section of the job advert by providing examples on how you are suitable for the role using the STAR method.

Please ensure you demonstrate clearly, within your personal statement, how you meet these requirements, as the information you provide will form a key part when the panel is scoring your application.

For further information on STAR, you can check out our Hints and Tips document.

As part of the application process, you will be assessed on your experience. This will be evaluated by looking at your CV and personal statement, so please provide the following and ensure your experience is clearly demonstrated:

A CV
A 750-word Personal Statement: Referring to the 'skills and experience' sections of the job advert, please demonstrate how you are suitable for the role by providing relevant examples.

Further details around what this will entail are listed on the application form.

Sift will begin shortly after the advert closes.

Should there be a large number of applications, an initial sift will be conducted using your personal statement. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment or interview.

If successful at sift, you will be invited to an interview where you will be assessed on the Behaviours and Technical Skills listed below, as well as Experience.

Interview dates are to be confirmed. Please note that these may be subject to change.

Interviews will be held virtually on Microsoft Teams.

As part of the recruitment process you will be required to do a presentation. Full details will be provided later within the process.

For further information on Success Profiles, you can visit the links below and watch our videos on DefraJobs.

Behaviours

Experience

We'll assess you against these behaviours during the selection process:

  • Managing a Quality Service
  • Changing and Improving
  • Communicating and Influencing

We'll assess you against these technical skills during the selection process:

  • Presentation - Improving a Knowledge Base

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.

For further information on the selection process for this role, please refer to the person specification section of the job advert.

Candidates who are judged to be a near miss at interview may be considered for other positions in Defra which may be at a lower grade, but have a potential skills match.

Where more than one location is advertised, candidates will be posted in merit order by location. You will be asked to state your location preference on your application.

Feedback will only be provided if you attend an interview or assessment.

About Department for Environment, Food & Rural Affairs (Defra)

Industry
Government Administration

In their own words

About the company & team

DEFRA - DGCS - Digital, Data, Technology & Security

Defra is the UK government department responsible for safeguarding our natural environment, supporting our world-leading food and farming industry, and sustaining a thriving rural economy. Our broad remit means we play a major role in people's day-to-day life, from the food we eat, and the air we breathe, to the water we drink.

Digital, Data, Technology and Security (DDTS) is the trusted team for digital across the entire Defra Group.

We have around 1000 colleagues across DDTS and our ambition is to make it easier and faster than ever for people to interact with Defra. If you are ready to drive innovation and push boundaries, we want to hear from you. Join us and together we will create a great place for living, and a green and healthy future for all.

Find out more about DDTS:

Defra digital, data and technology blog

LinkedIn

Defra Jobs

We are Government Digital and Data Candidate Information Pack V3 - 1

  • Email : defrarecruitment.grs@cabinetoffice.gov.uk

Additional information

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via defrarecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs. Complete the "Assistance required" section in the "Additional requirements" page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a Language Service Professional.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'contact point for applicants' section.

Visa Sponsorship Statement

Please take note that Defra does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship.

If successful and transferring from another Government Department a criminal record check may be carried out.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf.

However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

Existing Civil Servants and applicants from accredited NDPBs are eligible to apply but will only be considered on loan basis (Civil Servants) or secondment (accredited NDPBs). Prior agreement to be released on a loan basis must be obtained before commencing the application process. In the case of Civil Servants, the terms of the loan will be agreed between the home and host department and the Civil Servant. This includes grade on return.

This is a Fixed-term Appointment as a ITSM Knowledge Content & Quality Assurance Manager in the Group Infrastructure & Operations (GIO) function.

The post requires temporary cover, for no more than 24 months, pending potential approval of a permanent post. The fixed term will end (if the post has been approved as permanent) when the permanent recruitment completes or will end on the fixed term end date if the post has not been approved as permanent.

This post will therefore begin from the candidate's start date and end in 24 months.

Successful candidates must undergo a basic (or equivalent) criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact Government Recruitment Services via email: defrarecruitment.grs@cabinetoffice.gov.uk
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: here

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