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 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
1. Implement ITIL-aligned problem and knowledge management processes, developing s...