Service Process Lead

2 weeks ago

Corsham, United Kingdom Sanderson Full time

Job Role: Knowledge Manager

Location: Corsham, Wiltshire

We are seeking an experienced Knowledge Manager to be co-located on site working directly with the customer. This role is heavily collaborative with the both the embedded staff and military personnel, you must be able to work within a team and have the autonomyto work independently when required. You will be working as part of a small Knowledge Management team to maintain a Knowledge Management System (KMS) supporting a broad and technically diverse product set in an extremely dynamic environment. You will be workingboth with the programme technical leads and the customer to produce/maintain and review relevant Knowledge Articles utilising a number of bespoke tools to ensure the integrity of the KMS is maintained. A robust review and authorisation process is followedto ensure that correct artefacts are produced, either as routine system management or as a result of a service outage. You will be included in a number of technical calls to assist and provide input as required.

Your experience
- Developing and implementing Knowledge Management Processes, Procedures and Services, supporting the development of a multi-domain Knowledge Management System capable of supporting deployed users.
- Raising awareness of and educating the Authority's personnel about the Knowledge Management Processes and the importance of Knowledge Management.
- In accordance with the Defence Digital Service Management Framework, develop processes and procedures to support:
1) Knowledge Transfer to the Authority as part of the Knowledge Transfer Service

2) Knowledge Information Management to enable collaborative working and supporting the development of First Time Fix and workarounds for Incident, Problems and Defects.
- Management of Knowledge Articles, which may include creating, reviewing and retiring Knowledge Articles; where appropriate, managing and maintaining the Authority's Knowledgebase Repositories;
- Provide Knowledge Articles and Known Error Records related to the Services to the Authority's Knowledge Management System for any purpose as required by the Authority from time to time;
- Conduct regular audits of KBA's produced previously to ensure they are still current, need to be retired with a new KBA replacing it or update the current one with the correct process/procedure which is a contractual requirement.
- Contribute to Continual Service Improvement activities to ensure continued service availability to all users.

Skills (mandatory):

- Excellent communication skills (both verbal and written) especially when producing or reviewing KBA's. Attention to detail is key.
- ITIL v3 or v4.
- Reporting and the preparation of management information to inform localised Management and the wider team of progress. This will include a skills matrix of the engineers co-located on site identifying any upskilling/courses they have undertaken along witha skills matrix / training schedule for the military staff working onsite.

Inserts into the clients Monthly Service Report recording all Knowledge Transfers undertaken within the reporting period.
- Working knowledge of Remedy.

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