ITSM Process Manager- Knowledge & Problem Management
Arriva is a leading provider of passenger transport across Europe, employing around 34,400 people and delivering around 1.6 billion passenger journeys. With buses, trains, coaches, trams, waterbuses, bike-sharing systems, on-demand transport solutions and a rolling stock leasing company, Arriva proudly connects people and communities safely, reliably and sustainably across 11 countries.
We’re hiring – Knowledge and Problem Management to join our team on a temporary basis for 12 months.
Reporting to the Service Management Office Lead, the position will be subject matter expert for Knowledge & Problem Management serving as single point of contact for issues and escalations relating to Knowledge & Problem Management functions. You will own and improve both the Knowledge Management & Problem Management Processes, to deliver a better end user experience and work to reduce end user downtime.
You will drive the delivery of high-quality Problem & Knowledge Management services to build and maintain effective relationships with a variety of IT Services stakeholders.
This role is based from our Sunderland office, a minimum of 2 days per week with the rest focusing on where you can best deliver. The role operates Monday to Friday, 35 hours per week with 1 hour lunch per day.
You may be required to work as part of an on-call rota as part of this role.
Key responsibilities of the role:
* Own the Knowledge Management process and develop its maturity level.
* Develop and maintain the Problem Management process, including Known Error Database.
* Drive the uptake of knowledge driven Self service solutions for end-users.
* Contribute to maturing the ITSM capability, ensuring a roadmap of improvements and insights are developed, maintained, and communicated out to key stakeholders.
* Report on the success of the Knowledge process and its benefits to stakeholders in our business.
* Prepare Process Reports, KPIs and Metrics that detail the performance and trends of the Problem Management & Knowledge Management process.
* Assess the effectiveness of the Problem control activities and provide problems-related information to the management.
* Manage and coordinate all activities necessary for the identification of Root Cause and support resolution of Problems.
* Support IT colleagues with Use Case/End User training material creation for all ITSM processes including the creation of video guides.
* Manage process documentation to our standard and identify/apply improvements.
* Provide support for Service Management colleagues in the running and development of processes.
What we'd like from you!
We’re looking for self-driven candidates with demonstrable experience in Service Management and Knowledge Management with good working knowledge of problem and incident management.
Candidates must also possess ITIL Foundation V3 or 4, Intermediate is desirable.
Candidates must also demonstrate:
* Experience of documenting training material, process documentation and work instructions for delivery teams and end users.
* Proven ability to effectively prioritise and organise execution of tasks in a challenging environment covering a broad scope.
* Ability to manage conflict appropriately and effectively.
* Experience motivating, influencing and supporting team members without direct authority.
* Outstanding interpersonal and communication skills, able to communicate confidently across all levels of stakeholders.
Finally, we’re looking for candidates aligned to Arriva’s values: caring passionately, doing the right thing and making a difference.
What we can offer you in addition to a competitive base salary:
* True hybrid working – focusing on where you can best deliver for your customers, whilst still allowing for the required work life balance.
* A generous pension plan.
* Life Assurance plus access to one of the UK’s largest networks of medical professionals (UK based colleagues).
* 25 days holidays and statutory bank holidays per year (pro rata for mid-year joiners), and opportunity to purchase additional holiday in eligible windows.
* Access to our Employee Assistance Programme (EAP).
* Access to discounts and cash back through ‘The Village’ – our Online Reward Gateway.
* Eyecare vouchers.
* The opportunity to join our Employee Experience Forum – a community of people leading activity and initiatives to enhance Wellbeing, Career Development and Communications within our community in the Corporate Centre.
* The opportunity to join a Global Arriva Inclusion Network (GAIN) group- a community of people who are passionate about equality, diversity and inclusion.
* Free Arriva bus travel for you and immediate family outside of London – T&C’s apply.
* And a truly wonderful team to be joining!
Why work for us?
Arriva is a people focused business. In every part of Arriva, our people deliver high standards of customer service and work together to demonstrate kindness, determination, and resilience.
Our values were created by Arriva people. They guide our actions and the way we work, helping to reflect and shape our culture. They focus on caring, integrity and making the difference.
Our people choose to work for us, and to stay with us, because we are a great place to work. At Arriva, we strive to create a culture where we can all be ourselves, where we belong, feel respected and our differences celebrated.
We actively seek out and value difference. We want our business to reflect the wide range of communities in which we operate, so we can serve them even better.
The closing date for applications is Friday 29th November 2024. Arriva Group reserve the right to close this vacancy early.
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