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 practises are adhered to and to identify trends in incident and problem data.
Skills
* Significant experience in ITIL Problem Management and Knowledge Management roles within an ITIL focused support environment.
* Experience of developing and implementing a strategy to establish and embed a problem and knowledge management function within IT.
* Proven track record of success in IT roles within a comparable sized organisation with extensive operational scope.
* Experience of working collaboratively across team boundaries in a large organisation to effect
* 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
* Ability to define and monitor key performance indicators, analyse data, identify trends and areas for improvement.
* ITIL 4 Practitioner in Problem Management or equivalent practical experience.
* Experience of leading and managing a team, developing individuals to their full potential.
Responsibilities
* Implement ITIL-aligned problem and knowledge management processes, developing strategies and embedding them into daily IT operations.
* Analyse incident data to identify trends, resolve root causes, and prevent recurring issues.
* Lead and manage the team, handling recruitment, development, performance management, and fostering staff well-being.
* Promote engagement with problem and knowledge management, influencing stakeholders to adopt improved practices.
* Build relationships with key stakeholders to align problem management activities with strategic goals.
* Create and maintain a knowledge management framework and repository, ensuring accessible, accurate, and up-to-date resources.
* Design and deliver tailored training programs to support effective technology adoption.
* Collaborate across IT to prioritise issues and track KPI's to measure problem and knowledge management success.
* Provide training and guidance on best practices for problem and knowledge management.
* Stay updated on industry advancements and promote continuous learning within IT Services.
Benefits
* Very generous holiday (30 days and rising with service)
* Very generous pension contribution
* On going training and development opportunities
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