Knowledge Analyst

In this Knowledge Analyst role, you will drive the Knowledge Management process within ICT, ensuring accuracy and currency of Knowledge Articles and promoting their use across support and development teams. You will collaborate with IT disciplines to improve First Time Fix and customer satisfaction, and contribute to ISO20000 compliance and continuous service improvement. You’ll design metrics, support training, and advise teams on effective knowledge usage. This position sits at the intersection of process, people, and technology, shaping how knowledge supports service delivery.

• above-average pension scheme
• Private Medical Cover
• 25 days holiday
• life assurance
• Group Pension Plan with employer contributions
• LinkedIn Learning access

• Manage and review Knowledge Articles according to CSC Knowledge Management processes
• Develop and promote Knowledge Management activities across ICT support and development
• Review new articles for relevance and accuracy prior to publication; archive outdated articles
• Ensure regular reviews of articles for relevance and currency
• Collaborate with IT support and development to transfer knowledge for better First Time fix
• Coordinate with Problem Management to document effective work-arounds
• Propose service improvements via Continuous Service Improvement process
• Provide guidance on Knowledge Base usage and Knowledge Management systems
• Maintain ITSS KnowIT SharePoint in line with ISO20000
• Assist in training course design for Knowledge Management
• Create metrics for reporting on knowledge management KPIs
• Act as Knowledge Analyst for CSC accounts maintaining process adherence
• Identify risks impacting Knowledge Management processes
• Contribute to ISO/IEC20000 accreditation efforts
• Ensure interfaces with Service Desk and other ITIL processes are efficient
• Liaise with related ITIL disciplines (Incident, Problem Management) to ensure effective communication

• Experience in an ITIL role
• Good understanding of all Service Management processes
• Excellent interpersonal and communication skills with management levels
• Self-motivated and flexible
• Ability to work under pressure and with customers
• Excellent customer-facing and influencing skills
• Ability to make decisions and take ownership
• Experience using a Service Management Tool
• Excellent knowledge of MS Excel
• ITIL Foundation Accreditation
• Desirable: Experience using vFire
• Desirable: Knowledge of Knowledge Management systems (e.g., SharePoint) (implicit)
• Documentation and archiving experience (implicit)

• Interpersonal communication
• Stakeholder management
• Self-motivation
• MS Excel
• Service Management Tool
• ITIL knowledge