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IT Knowledge Management Lead

  • Location:


  • Sector:

    Cloud, Infrastructure and Services

  • Job type:


  • Job functions:

    IT Service Management

  • Salary:

    £600 - £650 per day

  • Contact:

    Lewis Vyse

  • Contact email:

  • Job ref:


  • Published:

    27 days ago

  • Expiry date:


  • Startdate:


You will be joining a globally recognised brand with 20,000+ users, a true market leader within their space. The role is newly defined and comes as part of an entire Global Service Desk Transformation whereby you will have autonomy to focus on Knowledge Management.

Your goal is to facilitate and be the focal point of knowledge content and its application to drive automation, Self-Help, Virtual Agents and auto ticket routing across to improve employee satisfaction.

Rate: up to £650 per day (inside IR35 - 6 months)

Location: Covent Garden (hybrid)

Your role as Knowledge Management Lead

  • Work with an extended team to develop, deliver, and maintain the Knowledge Management strategy for Technology.
  • Unite all Knowledge efforts across Technology into a common policy, process and strategy.
  • Define policies, processes, procedures and strategy to effectively manage a knowledge base.
  • Deliver a standardised and optimised process for Knowledge Management and the subsequent article requirements, tracking and implementation, together with associated reporting metrics.
  • Identify and carry out Continual Service Improvement activities on the Knowledge Management Process to ensure it is working in the most efficient and effective manner possible utilising the tools and metrics available.
  • Create a culture of knowledge sharing by communicating the vision and gradually shifting support teams to the role of proactive knowledge sharing.
  • To build a templated knowledge repository of end user facing solutions that conforms to industry standards.
  • Develop the knowledge management database to ensure articles are simple, easy to access and use and can be easily maintained in-line with organisational needs.
  • Develop and maintain materials and provide hands-on, engaging briefings when required.
  • Bridging the gap between the technical teams and customers/business teams translating technical documentation to user friendly knowledge articles that are appropriate for the intended audience.

To be successful as Knowledge Management Lead

  • Prior experience around automation, self-help, virtual agents and auto ticketing route.
  • The ability to define and improve the Knowledge Management Process and communicate and train existing Technology Teams to support them.
  • Exposure to and strong understanding of ITIL
  • Experience in establishing a Knowledge management function.
  • Strong presentation skills and attention to detail.
  • Strong analytical and thinking skills with the ability to translate complex technical data into easy-to-read language.
  • Detailed data analysis skills.

Sound interesting? Please do get in touch.

Every applicant will be responded to.