Knowledge Analyst

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

• 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 (FTE)
• 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 selection of flexible benefits to suit your individual needs
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like. 

At a strategic level the Knowledge analyst will follow and adhere to the Customer Service Centre (CSC) Knowledge Management Process

The overall role includes:

• Continually improving the Knowledge Management processes.
• Ensuring that Knowledge articles within the Knowledge Base(s) are reviewed for relevance and accuracy.
• Promoting the effective use of documentation and the Knowledge Base within the business.

Scope

• The Scope includes the development and management of the Knowledge Management processes used within the PS IT Support area and any additional areas utilising the KB functionality.

KPI’s

Report and Manage;

Main Responsibilities

Day-to-Day Operation:

The Knowledge Analyst will

• Manage and review the progression of Knowledge Articles in accordance with the CSC Knowledge Management processes.
• Develop, co-ordinate and promote the effective functioning of Knowledge Management activities across all of ICT’s support and development 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• Ensure any outdated articles are archived accordingly.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 IT support and development 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.
• Examine potential areas for service improvement and raise proposals with senior ICT management via the Continuous Service Improvement process
• Provide expert guidance to all support teams within ICT in relation to the effective use of the Knowledge Base and any associated knowledge management systems.
• Manage the ITSS KnowIT SharePoint ensuring documents are reviewed and updated in accordance with ISO20000 requirements.
• Assist in the design and preparation of training courses relating to Knowledge Management.
• Provide advice and guidance to all areas of IT Support on the correct usage of the Knowledge Management System.
• Ensure the Knowledge Management System is maintained in line with Knowledge Management processes.
• Design appropriate metrics for reporting on key performance and quality indicators in relation to Knowledge Management.

Process Responsibilities:

• Help in developing and continuously improving the CSC Knowledge Management Processes.
• Act as Knowledge Analyst for all CSC accounts, ensuring adherence to the Knowledge Management processes at all times.
• Identify and raise risks and issues with the Knowledge managers which are impacting the Knowledge Management Processes.
• Contribute towards the development and retention of ISO/IEC20000 accreditation.

Logistics:

• 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.
• Number of pending Articles.
• Number of archived Articles.
• Number of Articles awaiting review.
• Number of Articles awaiting publication.
• Customer and Support teams’ satisfaction relating to the Knowledge Management process.

Client Management:

• Where required, work with transition managers to transfer existing knowledge into PS following successful bids.
• Manage the introduction of Knowledge Management processes and the Knowledge Management System to new accounts following successful bids.
• Pro-actively apply best practice across all Accounts

Essential
Experience of working within an ITIL role
Good understanding of all Service Management processes
Excellent interpersonal and communication skills including previous experience liaising with all levels of management
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

Desirable
Experience using vFire
ITIL Foundation Accreditation