Knowledge Data and Systems Specialist in Nottingham

Location: Nottingham - Hybrid

Working Pattern: 3 days in-office (Tuesday-Thursday) and 2 days remote.

About the Role

The purpose of this role is to support the technical health and reporting of the Knowledge Management and other relevant platforms. This role helps ensure the system is secure, functional, and performs well for end-users, while also assisting in the essential data collection and reporting required to measure content effectiveness and system usage.

What you’ll do

• Assist with the day-to-day configuration, user profile management, and maintenance tasks required to keep the knowledge platforms running smoothly and securely.
• Help implement approved changes and new features.
• Extract raw data and assist in the preparation of standard reports and dashboards to track performance metrics and identify trends.
• Support the team by providing data-driven insights into content usage and system health.

The skills and experience you need

• System Maintenance: Assist in managing user profiles, system permissions, and system health to maintain the day-to-day integrity of the knowledge platform.
• Technical Implementation Assistance: Support the implementation of new platform features, configure new content templates following established guides, and assist with managing integration.
• Access Control Administration: Administer user access roles and permissions according to defined rules to control content visibility and manage content creation/editing rights within the platform.
• Search Optimisation Support: Assist with routine audits of search functionality, updating elements like synonyms and search boosting rules as instructed to improve basic search result relevance.
• Documentation Maintenance: Maintain, create and update existing technical documentation for the platform's configuration and standard processes.
• Data Reporting and Dashboards: Execute the creation and scheduled distribution of standard reports and dashboards that track performance and knowledge metrics.
• Content Gap Analysis: Collect knowledge and performance data to help identify potential content gaps.
• Performance Measurement Assistance: Support the quantification of basic knowledge base impact, such as extracting data on ticket volumes before and after content releases.
• A/B Testing Support: Assist A/B testing and change initiatives.

Measures of Success

• System and Content Stability: Low frequency of system and content issues or outages due to effective support and maintenance tasks.
• Search and CI Functionality: Successful execution of routine search tuning tasks that contribute to improving search results.
• Data Accuracy and Timeliness: Consistent delivery of accurate standard reports and data extracts according to the required schedule.
• Effective Support: Timely and effective logging, escalation, and resolution of technical support issues related to the platform.
• Documentation Currency: All assigned technical documentation is maintained and kept up-to-date.
• Impact Measurement: All updates and reports are tracked against key metrics to show how they support improving performance, help users find information, and support business goals.

Where and how you'll work

This is a permanent position based in our Nottingham office. We embrace a hybrid approach to work. You'll spend three days a week in the office (Tuesday-Thursday), with Monday and Friday being dedicated work-from-home days.

What’s in it for you

We invest in the growth of our people alongside our business. You will have extensive opportunities to learn and develop your career, including access to up to £5,000 in funding for external qualifications.

In addition to career development, our comprehensive benefits package is designed to grow with you, ensuring your wellbeing is prioritised at every stage of your career:

• Wealth & Future: Competitive pension and performance-based bonus schemes
• Holidays: Start with 25 days of annual leave, increasing with tenure. Need more? You have the option to buy 5 additional days.
• Health: Access premium care through our private medical insurance.
• Family Support: We champion your milestones with enhanced parental leave.

What you should know about how we recruit

We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from.

We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. We value diversity, inclusion and belonging at our core. We empower our associates to do great work by creating an inclusive culture—one that values diverse perspectives, fosters collaboration and encourages innovative ideas—and a place where associates of all backgrounds can thrive by bringing their most authentic selves to work.

Capital One is committed to diversity in the workplace.