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ITIL Knowledge Manager

  • Job reference: 22549
  • Location: Bromley
  • Job type: Permanent
  • Start date: Not specified
  • Contact: Not specified
  • Sector: Other
  • Salary: £50000 - £70000 per annum

Position - ITIL Knowledge Manager

Location - South London

I am working with a leading FTSE 100 organisation, who are actively seeking an ITIL Knowledge Manager, to join their growing ITSM function. The ITIL Knowledge Manager will:

  • Own, develop and promote IT Knowledge Management & Training (including processes, tools, databases, templates, documents and reports)
  • Create and maintain a catalogue of training aimed at developing and assessing the knowledge of processes and standards, using technology to ensure training solutions are easily accessible and align to multiple learning styles)
  • Provide guidance and advice to help create high quality training materials. Develop and execute certification processes and tools to ensure that all people, across the supply chain, operating business processes have demonstrated the required knowledge.
  • Work closely with all areas of IT Services to enable knowledge transfer to the Service Desk, in order to improve first-time fix capabilities. Coordinate with Problem Management to ensure suitable work arounds to existing problems are recorded, managed and used effectively.
  • Ensure knowledge artefacts are reviewed for relevance and accuracy prior to publication and that existing artefacts are regularly reviewed for relevance, accuracy and currency and updated / archived as appropriate.
  • Ensure service knowledge artefacts are created, shared and maintained by 3rd party suppliers. Assure the quality and completeness of 3rd party knowledge artefacts.
  • Provide education, guidance, support, to ensure adoption of and adherence to Knowledge management processes.
  • Identify opportunities for improving service operations processes to drive cost and process efficiencies.

Key Requirements/Qualifications…

  • Previous experience of working in a ITIL-based Service Management team.
  • Experience of performing SME duties and being the focus of embedding training and best practices.
  • Ability to influence and shape change, alongside internal senior stakeholders and 3rd parties.
  • Exceptional communication and planning skills.

This is a fantastic opportunity to join a growing team within a fantastic FTSE 100 organisation; to find out more please contact chris.byrne@lafosse.com on 0207 932 1672.

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