Knowledge and Problem Management Specialist

2 weeks ago

Chathill, Northumberland, United Kingdom Arriva Limited Full time

About Arriva Limited

With operations across 11 countries, we connect people and communities safely, reliably, and sustainably.

We're seeking a Knowledge and Problem Management Specialist to join our team for 12 months.

This role requires ownership and improvement of Knowledge & Problem Management Processes to enhance the end-user experience and reduce downtime.

You'll be responsible for delivering high-quality Problem & Knowledge Management services, building effective relationships with IT Services stakeholders, and driving process improvements.

This is a full-time position based in Sunderland, with a minimum of 2 days per week at the office and the rest focusing on remote work.

Key responsibilities:

  • Owning the Knowledge Management process and developing its maturity level.
  • Developing and maintaining the Problem Management process, including the Known Error Database.
  • Reporting on the success of the Knowledge process and its benefits to stakeholders.
  • Preparing Process Reports, KPIs, and Metrics detailing the performance and trends of the Problem Management & Knowledge Management process.
  • Assessing the effectiveness of the Problem control activities and providing problem-related information to management.
  • Supporting IT colleagues with Use Case/End User training material creation for all ITSM processes.
  • Providing support for Service Management colleagues in running and developing processes.

Requirements:

  • ITIL Foundation V3 or 4 certification (Intermediate desirable).
  • Experience in Service Management and Knowledge Management.
  • Good working knowledge of problem and incident management.
  • Self-driven candidates with demonstrable experience in documenting training material and process documentation.

What we offer:

  • An estimated salary of £45,000 - £55,000 depending on experience.
  • A generous pension plan.
  • Life Assurance and access to medical professionals.
  • 25 days holidays and statutory bank holidays per year (pro rata for mid-year joiners), and opportunity to purchase additional holiday.
  • Access to discounts and cash back through 'The Village' – our Online Reward Gateway.
  • Eyecare vouchers.
  • Free Arriva bus travel for you and immediate family outside of London – T&C's apply.

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