Incident & Knowledge Analyst

The SIAM Incident and Knowledge Analyst is accountable for coordinating and supporting Incident Management and Knowledge Management activities across a complex multi-supplier environment. The role is outcome-focused, ensuring incidents are managed effectively while knowledge articles are created, maintained, and shared to improve service resolution, user experience, and operational efficiency.

The Incident and Knowledge Analyst will work closely with suppliers and internal teams to monitor incident performance, support knowledge governance, and ensure compliance with agreed processes, standards, and service commitments. Through effective collaboration, data analysis, knowledge sharing, and continual improvement, the role contributes to improved service stability, faster incident resolution, enhanced self-service capabilities, and the delivery of measurable business value.

Your role

• Coordinate and support Incident Management and Knowledge Management processes across a multi-supplier service environment, ensuring effective incident resolution and the availability of accurate, reusable knowledge.
• Work closely with suppliers and service teams to identify, create, review, and maintain knowledge articles, known errors, workarounds, and support documentation.
• Monitor incident trends and recurring issues, identifying opportunities to improve knowledge content, reduce resolution times, and enhance first-time fix rates.
• Ensure knowledge records meet agreed quality standards, governance requirements, and are regularly reviewed for accuracy, relevance, and effectiveness.
• Produce incident and knowledge management reporting, analysing performance metrics and providing insights to support service improvement and decision-making.
• Support continual improvement initiatives by promoting knowledge sharing, increasing self-service capabilities, and driving actions that improve service stability, operational efficiency, and user experience.

Your skills and experience

• Experience in Incident Management, Knowledge Management, Service Management, or Service Integration within complex multi-supplier IT environments.
• Strong understanding of SIAM principles, supplier governance, and the coordination of services across multiple suppliers and support teams.
• Knowledge of ITSM best practices, including Incident, Knowledge, Problem, Service Level, and Supplier Management, with a good understanding of ITIL frameworks.
• Experience analysing incident trends, recurring issues, and knowledge usage metrics to identify opportunities for service improvement and increased operational efficiency.
• Strong analytical, organisational, and communication skills, with the ability to create and maintain high-quality knowledge articles, support documentation, and management information.
• Excellent stakeholder management skills, with the ability to collaborate effectively with suppliers, technical teams, service desk functions, and business stakeholders to improve service performance, knowledge sharing, and user experience.

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance. To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.

Flexibility to work your way. You will be encouraged to have a positive work-life balance. Our hybrid-first way of working means we embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements.

You’d be joining an accredited Great Place to work for Wellbeing in 2023. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions.

You will be empowered to explore, innovate, and progress. You will benefit from Capgemini’s ‘learning for life’ mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more.

When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what’s possible.