IS Problem and Knowledge Lead - Hybrid (Manchester)
Harvey Nash is currently recruiting for an exciting permanent role with a client of ours, a leading public sector organisation who are currently undergoing lots of change and transformation. It is a really exciting time for an enthusiastic professional, who is comfortable taking the lead on all things problem and knowledge management, to join the team and have the opportunity to make instant impact.
The role:
Problem Management:
1. Oversee the Problem Management process to identify, track, and resolve recurring issues.
2. Ensure processes, roles, and skills are equipped to support and maintain new or changed services.
3. Perform Root Cause Analysis (RCA) and implement permanent solutions to prevent future incidents.
4. Keep problem records updated and ensure timely resolutions.
5. Set and monitor Key Performance Indicators (KPIs) to measure problem management effectiveness and meet service and availability targets.
6. Conduct post-incident reviews to capture lessons learned and drive improvements.
7. Collaborate with technical teams and stakeholders to promote proactive issue resolution.
Knowledge Management:
1. Develop and maintain a Knowledge Management Strategy, adhering to best practices.
2. Ensure knowledge articles are accurate, up-to-date, and user-friendly.
3. Foster a culture of knowledge shari...