Knowledge Manager

We are currently recruiting for an ITIL Knowledge manager on a contract basis for our public sector client based in Edinburgh. This is an exciting opportunity to join a fast growing area of the organisation. The right candidate must have previous experience of working as a Knowledge Manager.

Salary: £37,000-£44,000

Annual Leave: 40 Days

Pension: 31% (21% Employer)

Work type: Hybrid mix of on site and remote working

There are three service desks in USD providing IT, Finance, and Student support. The Knowledge Manager will ensure they follow a common process for knowledge usage and make sure it underpins the delivery of an efficient and high-quality support experience for our users.

The post holder will define the knowledge management strategy and lead the content design and development. They will create guidelines for what information is captured and by who, and they will monitor the process to ensure it is working effectively. The post holder will provide analytical insights and identify trends, using this information to drive service improvement.

They will be responsible for the knowledge management toolset and ensure it meets the strategic aims of the organisation. They will recommend and assist in the development of new knowledge-based tools that enhance the user experience.

Key Requirements;

• Delivery of Knowledge Management Process. Ensure the knowledge management process is understood and all support staff are appropriately trained. Work with service desk supervisors to ensure operators are consulting the knowledge base as part of the call resolution process and updating it with accurate and up-to-date solutions to the issues coming through the desk. Demonstrate the effectiveness of the knowledge process and show it is driving improvements in efficiency and customer satisfaction.
• Knowledge Management Strategy. Work with stakeholders, service teams, and subject matter experts to develop the use of knowledge to support new and existing services. Support the service desks with the onboarding of new services. Work with the IT Services Manager to develop and enhance the knowledge management process. Identify and implement enhancements to the applications that underpin the knowledge management process.
• Self Help Identify appropriate items to be published as user self-help instructions. Work with frontline staff and service teams to produce easy-to-use instructions. Monitor usage of the self-help portal to ensure it is being used successfully. Report on usage to service managers.
• Service Improvement. Use the insights gained from knowledge management to identify service improvement opportunities. Look for improvements to processes, technologies, and communications that would deliver a better user experience more efficiently. Keep abreast of developments in the industry sector. Be aware of technology developments that could benefit our user community.

Morgan Hunt is a multi-award-winning recruitment business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to permanent vacancies. Morgan Hunt is an equal opportunities employer. Job suitability is assessed on merit in accordance with the individual's skills, qualifications and abilities to perform the relevant duties required in a particular role.