IT Knowledge Management Specialist

5 months ago

Belfast, United Kingdom Allen & Overy Full time

Allen & Overy is a leading global law firm operating in over thirty countries. We work on some of the most challenging and important deals and have built a reputation for delivering exceptional legal solutions that help our clients grow, innovate and thrive. The legal industry is changing, and we're committed to leading that change, putting our people first, embracing new ways of thinking and integrating technology into our everyday work.

Our culture is one of high-performance and we have high expectations of one another, in everything we do. Being a proud team player is essential. We work together, listen and learn from one another and achieve results we could never achieve on our own. When you join our team, you’ll become part of a flexible, inclusive environment underpinned by openness and consistent support for one another. At A&O, you're not only valued for what you do, but for who you are.

We have a powerful commitment to diversity, equity and inclusion, and we’re working hard to create an environment where you can bring your authentic self to work. We know that to excel, we must nurture an environment where our people feel they belong..

**Technology Services**

The Technology Services department is responsible for providing world class support and services to our business all across the globe. The IT Service Management team is part of Technology Services, and operates all of the IT services and infrastructure for the firm.

**What you will do**

As a Knowledge Management Specialist, you will be responsible for the global IT Service Management (ITSM) Knowledge Management (KM) framework implemented across Technology Services. You will drive continuous improvement of this framework in collaboration with key stakeholders.

You will help to facilitate the continual service improvement of procedures, metrics, policies, and documentation. Taking responsibility for the design, build and maintenance of a Knowledge Management System, you will work with IT analysts to accurately create knowledge articles.

Additionally, you will have a deep understanding of knowledge management practices and ensure the process of collecting, reviewing, approving, and grouping solution articles in the Knowledge Management System is performed effectively.
- This role involves:_
- Building, managing, and setting the direction of the Knowledge Management (KM) Framework.
- Capturing, organising, and assessing knowledge assets.
- Coordinating with Senior IT Managers to align Knowledge Management strategy with broader learning strategies.
- Promoting the use of Knowledge Management System and processes to facilitate sharing of knowledge.
- Building and driving the culture of knowledge sharing within site operations and serve as the advocate for KM initiatives within site operations.
- Supporting the development and implementation of training on KM processes and tooling.
- Creating and reviewing KPIs for adoption, usage of premier (high-value, frequently used) KM content, and summarising benefits, outcomes, and improvement opportunities for the organisation.
- Evaluating, revising, and continuously improving the KM Framework workflow and procedures.
- Bringing relevant industry insights to incorporate into the KM Framework.
- Identifying and evangelising success stories from the Knowledge Management Program.

**Who you will be**
- In this role, we are seeking someone with:_
- Excellent communication and presentation skills, both orally and written.
- Experience of working in a global environment across international locations with an appreciation of multiple cultures.
- The ability to plan, co-ordinate and execute short, medium and long-term initiatives to improve performance of processes for which the position is accountable.
- The ability to manage ambiguity and conflicting priorities working across functions or projects as required.

**What you will have**
- Minimum 2/3 years IT experience with at least 1 years’ experience in IT knowledge management.
- Experience working within the professional services sector with an appreciation of the demands placed on support teams by the business.
- Experience working within an IT Service Desk organisation would be beneficial.
- Proven record of influencing the strategic development and daily operation of the processes supporting knowledge management.
- ITIL v.3 or ITIL 4 certification - preferred

**What we can offer you**

At Allen & Overy, we recognise that our people are our most valuable asset, which is reflected in the wide range of benefits that are available to our employees. Some of these benefits include: our occupational pension scheme, group income protection cover, private medical insurance, mental health resources and free apps, health and wellbeing services encompassing including GP service, emergency back-up care support, parental and special leave, holiday entitlement increasing with length of service, holiday trading, online discounts and lifestyle management services

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