Knowledge Analyst

In this role you will manage and improve the Knowledge Management processes within the CSC/ICT environment, ensuring knowledge articles are accurate, up-to-date, and well used. You will collaborate across IT support and development to boost first-time fix rates and customer satisfaction, while aligning with ISO20000 requirements. The role focuses on process ownership, measurement, and cross-functional guidance to maximize the value of the knowledge base. This is a chance to shape knowledge-driven service delivery in a large public-services oriented group.

• above-average pension scheme
• private medical cover for employees
• 25 days holiday with buy/sell option
• life assurance 4x basic salary
• Group Pension Plan with employer contributions up to 8.5%
• flexible benefits package and LinkedIn Learning access

• Manage and review Knowledge Articles per CSC Knowledge Management processes
• Coordinate Knowledge Management activities across ICT support and development
• Review new articles for relevance and accuracy before publication; archive outdated ones
• Ensure regular review of existing articles for relevance and currency
• Collaborate with IT support and development to improve First Time Fix and customer satisfaction
• Coordinate with Problem Management for effective workarounds
• Propose service improvements via Continuous Service Improvement process
• Provide expert guidance on Knowledge Base usage and KM systems
• Maintain ITSS KnowIT SharePoint in line with ISO20000
• Contribute to training design for Knowledge Management
• Ensure KM System adherence to KM processes
• Design metrics for reporting KM performance and quality
• Develop and improve CSC KM Processes
• Act as Knowledge Analyst for CSC accounts and manage risks/issues
• Support ISO/IEC20000 accreditation efforts
• Interface KM with Service Desk and other ITIL processes
• Foster knowledge transfer during transitions and new account onboarding
• Apply best practice across all accounts

• Experience in an ITIL role
• Strong understanding of Service Management processes
• Excellent interpersonal and communication skills with management
• Self-motivated with flexible approach
• Ability to work under pressure
• Strong customer-facing and influencing skills
• Experience using a Service Management Tool
• Excellent MS Excel knowledge

• communication
• influencing
• problem-solving
• MS Excel
• Service Management Tool
• KnowIT SharePoint