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- Tasks: Lead problem management, resolve issues, and maintain knowledge within the organisation.
- Company: Join a dynamic team in Manchester focused on effective IT service management.
- Benefits: Enjoy 30 days leave, a generous pension, and opportunities for personal development.
- Why this job: Be part of a proactive culture that values learning and improvement in IT services.
- Qualifications: Experience in ITSM, RCA, and ITIL frameworks is essential; strong communication skills are a must.
- Other info: This role is primarily remote with occasional office visits in Manchester.
The predicted salary is between 31000 - 52000 £ per year.
Our client in Manchester is currently on the lookout for an experienced Knowledge and Problem Lead to join their team where you will manage problem resolution, minimizing service disruptions, and ensuring effective knowledge management within the organisation. This role is fully remote but you will be required to go into the Manchester office when asked or required.
Main duties and responsibilities:
- Lead the problem management process. Identify, track and resolve issues and support and maintain new or changed services.
- Conduct RCA and implement permanent fixes to prevent future incidents.
- Monitor and track problem records, ensuring timely updates and resolutions.
- Conduct reviews for major incidents to capture lessons learned and implement improvements.
- Ensure knowledge articles are created, maintained, and regularly reviewed for accuracy and usability.
- Work closely with technical teams and stakeholders to drive a culture of proactive issue resolution.
The following skills and experience will be beneficial for this role:
- Strong background in Problem Management and Knowledge Management within an IT Service Management (ITSM) environment.
- Experience in conducting RCA and implementing long-term solutions.
- Expertise in ITIL frameworks, particularly in Incident, Problem, and Knowledge Management (ITIL v3 or v4 certification preferred).
- Experience using ITSM tools such as Ivanti/Jira/ServiceNow.
- Strong verbal and written communication skills to engage with diverse stakeholders.
Some of the benefits that come with this role include:
- 30 days annual leave entitlement with the option to buy/sell.
- 15% employer pension contribution.
- Free eyesight tests, private healthcare.
- Cycle to work scheme and travel season ticket loans.
- Workshops and courses for self-development and learning.
Problem and Knowledge Lead employer: Reed Technology
Contact Detail:
Reed Technology Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Problem and Knowledge Lead
✨Tip Number 1
Familiarise yourself with ITIL frameworks, especially in Incident, Problem, and Knowledge Management. This knowledge will not only help you understand the role better but also demonstrate your commitment to the principles that guide our work at StudySmarter.
✨Tip Number 2
Engage with online communities or forums related to Problem Management and ITSM tools like Ivanti, Jira, or ServiceNow. Networking with professionals in these spaces can provide insights and tips that could give you an edge during interviews.
✨Tip Number 3
Prepare to discuss specific examples of how you've conducted Root Cause Analysis (RCA) and implemented long-term solutions in past roles. Being able to articulate your experience clearly will showcase your expertise and problem-solving skills.
✨Tip Number 4
Stay updated on the latest trends and best practices in Knowledge Management. Showing that you're proactive about learning and improving processes will resonate well with us at StudySmarter, as we value continuous development.
We think you need these skills to ace Problem and Knowledge Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in Problem Management and Knowledge Management. Use specific examples that demonstrate your expertise in ITIL frameworks and any relevant ITSM tools you've used.
Craft a Compelling Cover Letter: In your cover letter, explain why you're passionate about the role of Problem and Knowledge Lead. Mention how your skills align with the company's needs and provide examples of how you've successfully resolved issues in previous roles.
Showcase Communication Skills: Since strong verbal and written communication skills are essential for this role, ensure your application reflects your ability to engage with diverse stakeholders. Consider including a brief example of a successful collaboration or communication strategy you've implemented.
Highlight Continuous Improvement: Emphasise your commitment to continuous improvement by mentioning any initiatives you've led or participated in that resulted in enhanced processes or knowledge management. This will show your proactive approach to problem resolution.
How to prepare for a job interview at Reed Technology
✨Showcase Your Problem Management Expertise
Be prepared to discuss your previous experiences in problem management. Highlight specific examples where you successfully identified and resolved issues, and explain the methodologies you used, such as RCA. This will demonstrate your capability to lead the problem management process effectively.
✨Familiarise Yourself with ITIL Frameworks
Since expertise in ITIL frameworks is crucial for this role, make sure you brush up on your knowledge of ITIL v3 or v4. Be ready to discuss how you've applied these principles in past roles, particularly in Incident, Problem, and Knowledge Management.
✨Prepare for Stakeholder Engagement
Strong communication skills are essential for this position. Think about how you've engaged with diverse stakeholders in the past. Prepare examples that showcase your ability to communicate complex technical information clearly and effectively, ensuring everyone is on the same page.
✨Demonstrate a Proactive Approach
The role requires driving a culture of proactive issue resolution. Be ready to share instances where you took the initiative to prevent problems before they escalated. Discuss how you fostered collaboration among teams to enhance service delivery and minimise disruptions.
