Knowledge Analyst (ITIL)

TL;DR

Knowledge Analyst (ITIL): Managing and improving the Customer Service Centre Knowledge Management Process with an accent on accuracy, relevance, and adherence to ISO20000. Focus on coordinating knowledge transfer between support and development teams to improve first-time fix rates.

Location: Hartlepool, United Kingdom. Must have pre-existing right to work and travel within the UK.

Salary: GBP 26,000 - 28,000

Company

hirify.global is part of the global NEC Corporation, providing critical software for public services including emergency dispatch and healthcare.

What you will do

• Manage and review the progression of Knowledge Articles in accordance with CSC processes.
• Coordinate knowledge management activities across ICT support and development areas.
• Collaborate with Problem Management to record and manage effective work-arounds.
• Maintain the ITSS KnowIT SharePoint in alignment with ISO20000 requirements.
• Design metrics for reporting on key performance and quality indicators for Knowledge Management.
• Provide expert guidance to support teams on the effective use of the Knowledge Base.

Requirements

• Experience working within an ITIL role.
• Good understanding of Service Management processes.
• Excellent interpersonal and communication skills for liaising with all levels of management.
• Proficiency in MS Excel and experience using Service Management tools.
• Pre-existing right to work in the UK.

Nice to have

• Experience using vFire.
• ITIL Foundation Accreditation.

Culture & Benefits

• Private Medical Cover funded by NEC for employees.
• 25 days paid holiday with an option to buy or sell.
• Life assurance cover (4x basic salary).
• Group Pension Plan with employer contributions up to 8.5%.
• Free access to LinkedIn Learning with over 15,000 courses.