Knowledge Analyst in Hartlepool

The Knowledge Analyst / Document Service Administrator role is a varied and exciting role. The role is responsible for ensuring the day-to-day Knowledge Management process activities are delivered to meet the needs of the business. It will involve working closely with key stakeholders and targeted with supporting the delivery of a high performance and reliable IT capability worldwide. Working within the Cyber, Service and Technology (CST) division and reporting to the Service Delivery Manager – Service Management, the successful candidate will be responsible for delivering Knowledge Management to the business against defined processes.

The successful candidate will show excellent communication skills, be self-motivated and have an attention to detail. The role is responsible for delivering Services aligned to the ITIL framework and maintaining compliance with ISO20000. At a strategic level, the Knowledge Analyst will follow and adhere to the Knowledge Management Process.

The overall role includes:

• Ensuring that Knowledge articles within the Knowledge Base(s) are reviewed for relevance and accuracy.
• Promoting the effective use of documentation and the Knowledge Base within the business.
• Continually improving the Knowledge Management processes.

Main Responsibilities:

• Manage and review the progression of Knowledge Articles in accordance with the Knowledge Management processes.
• Develop, co-ordinate and promote the effective functioning of Knowledge Management activities across all business areas.
• Ensure all new Knowledge Articles are reviewed for relevance and accuracy prior to publication.
• Ensure any outdated articles are archived accordingly.
• Ensure any existing articles are regularly reviewed for relevance, accuracy and currency.
• Work closely with all areas of business to transfer knowledge allowing improved First Time fix capabilities and customer satisfaction.
• Work closely with Problem Management to ensure suitable work-arounds to existing problems are recorded, managed and used effectively.
• Provide guidance to all support teams within the business in relation to the effective use of the Knowledge Base and any associated knowledge management systems.
• Provide advice and guidance to all business areas on the correct usage of the Knowledge Management System.
• Ensure the Knowledge Management System is maintained in line with Knowledge Management processes.
• Ensure the Knowledge Management process interfaces with the Service Desk and all other relevant ITIL process areas in an efficient and effective manner.
• Ensure communication channels between the Knowledge Management function and related ITIL disciplines (Service Desk, Incident and Problem Management etc.) operate effectively.

Qualifications:

• Experience of working within an ITIL role.
• Good understanding of all Service Management processes.
• Excellent interpersonal and communication skills.
• Self-motivated.
• Flexibility in approach.
• Ability to work under pressure.
• Excellent customer facing and influencing skills.
• Ability to make decisions and take ownership.
• Experience of using a Service Management Tool.
• Excellent knowledge of MS Excel.

• Experience using Ivanti.
• ITIL Foundation Accreditation.

Additional Information:

We are proud of the benefits we offer employees of NEC Software Solutions:

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost).
• 25 days paid holiday with the option to buy/sell.
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost).
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%.
• A fantastic selection of flexible benefits to suit your individual needs.
• We are an employer who cares, we have an invaluable employee assistance programme which can help in every area of your life.
• All colleagues get free access to LinkedIn Learning. Over 15,000 courses covering a huge breadth of subjects.

OTHER INFORMATION:

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required. All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role, a Disclosure Barring Service (DBS) check may also be required. NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are:

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies. Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services. We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference. We’d love your help. And we’ll support you all the way.