Required: Knowledge Manager
Location: Full time on site in Basingstoke
Duration: 6 Months +
Your experience:
1. Developing and implementing Knowledge Management Processes, Procedures and Services, supporting the development of a multi-domain Knowledge Management System capable of supporting deployed users.
2. Raising awareness of and educating the Authority's personnel about the Knowledge Management Processes and the importance of Knowledge Management.
3. In accordance with the Digital Service Management Framework, develop processes and procedures for Knowledge Information Management to enable collaborative working and support the development of First Time Fix and workarounds for Incident, Problems, and Defects.
4. Management of Knowledge Articles, which may include creating, reviewing, and retiring Knowledge Articles; where appropriate, managing and maintaining the clients Knowledgebase Repositories.
5. Provide Knowledge Articles and Known Error Records related to the Services to the Clients Knowledge Management System for any purpose as required by the client from time to time.
6. Conduct regular audits of KBAs produced previously to ensure they are still current, need to be retired with a new KBA replacing it, or update the current one with the correct process/procedure which is a contractual requirement.
7. Contribute to Continual Service Improvement activities to ensure continued service availability to all users.
Skills (Mandatory):
1. Excellent communication skills (both verbal and written) especially when producing or reviewing KBAs. Attention to detail is key.
2. ITIL v3 or v4.
3. Reporting and the preparation of management information to inform localised Management and the wider team of progress. This will include a skills matrix of the engineers co-located on site identifying any upskilling/courses they have undertaken along with a skills matrix/training schedule for the staff working onsite. Inserts into a Monthly Service Report recording all Knowledge Transfers undertaken within the reporting period.
4. Working knowledge of Remedy.
Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum of 18 weeks.
#J-18808-Ljbffr