Knowledge Base Administrator

1 week ago


Southampton, Southampton, United Kingdom University of Southampton Full time

Company Overview


The University of Southampton is a leading research-driven institution, home to some of the world's most esteemed minds. As a member of our iSolutions team, you will play a vital role in shaping the delivery of customer IT support services within an ITIL-based environment.



Job Summary


We are seeking a detail-oriented and proactive Knowledge Base Administrator to manage the iSolutions self-service portal. This role is crucial in ensuring seamless online access to self-service support materials for all iSolutions systems and services.



About the Role


This position is pivotal in maintaining a comprehensive and user-friendly Knowledge Base, which meets the evolving needs of our university community. You will be part of a brand-new team and service, committed to delivering exceptional customer IT support services using our ServiceNow platform.



Key Responsibilities



  • Producing and coordinating new articles and forms to enhance the Knowledge Base.
  • Maintaining existing articles and forms to ensure relevance and accuracy.
  • Continuously improving the portal and knowledge service by leveraging new technologies.
  • Collaborating with Service Owners and Support Teams to maximise the value and use of the Knowledge Base.
  • Reviewing processes and procedures to ensure seamless integration with the Knowledge Base.


Requirements


To succeed in this role, you will need:



  • Strong analytical and problem-solving skills to identify gaps and propose effective solutions.
  • Excellent verbal and written communication skills to collaborate with diverse teams and customers.
  • Able to work efficiently in a fast-paced environment with multiple priorities.
  • Meticulous attention to detail to ensure the accuracy and effectiveness of the Knowledge Base.
  • Familiarity with digital information services and service management tools.
  • Knowledge of best practices in service management, including ITIL (Information Technology Infrastructure Library) or similar frameworks.


Benefits


As a member of our team, you will enjoy:



  • A generous salary range of £30,505 to £34,866 per annum.
  • An extensive holiday allowance (20+ days).
  • A defined benefit pension scheme.
  • Flexi-time and flexible working arrangements.
  • Generous parental leave and childcare provision.


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