Job Description
I have an exciting new opportunity to join a well-renowned institution as a Problem and Knowledge Manager. The role plays a vital part for the IT department to establish a knowledge management framework, ensure ITIL best practices are adhered to, and to identify trends in incident and problem data.
Skills
1. Significant experience in ITIL Problem Management and Knowledge Management roles within an ITIL focused support environment.
2. Experience of developing and implementing a strategy to establish and embed a problem and knowledge management function within IT.
3. Proven track record of success in IT roles within a comparable sized organisation with extensive operational scope.
4. Experience of working collaboratively across team boundaries in a large organisation.
5. Up-to-date knowledge and understanding of IT hardware and software with the ability to apply this to troubleshoot and investigate complex technical problems from first principles.
6. Ability to define and monitor key performance indicators, analyse data, identify trends and areas for improvement.
7. ITIL 4 Practitioner in Problem Management or equivalent practical experience.
8. Experience of leading and managing a team, developing individuals to their full potential.
Responsibilities
1. Implement ITIL-aligned problem and knowledge management processes, developing strategies and embedding them into daily IT operations.
2. Analyse incident data to identify trends, resolve root causes, and prevent recurring issues.
3. Lead and manage the team, handling recruitment, development, performance management, and fostering staff well-being.
4. Promote engagement with problem and knowledge management, influencing stakeholders to adopt improved practices.
5. Build relationships with key stakeholders to align problem management activities with strategic goals.
6. Create and maintain a knowledge management framework and repository, ensuring accessible, accurate, and up-to-date resources.
7. Design and deliver tailored training programs to support effective technology adoption.
8. Collaborate across IT to prioritise issues and track KPIs to measure problem and knowledge management success.
9. Provide training and guidance on best practices for problem and knowledge management.
10. Stay updated on industry advancements and promote continuous learning within IT Services.
Benefits
1. Very generous holiday (30 days and rising with service)
2. Very generous pension contribution
3. Ongoing training and development opportunities
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