IT Knowledge Management and Service Analyst

Responsibilities:

• IT Service Catalog: ownership, curation, maintenance of the IT Service Catalog.
• Document Management System (DMS): oversee and contribute to the full lifecycle of documents in our DMS.
• Known Error Database (KEDB): enact a rigorous process of KEDB maintenance, supporting in the creation, approval, and retiring of known errors, ensuring technicians have access to the solution or workaround when they need it.
• Service design and system administration: administration of our ITSM tool, to configure categorisation, workflows, and standardised reply and closure templates to ensure effective service management.
• Training and key stakeholder engagement: this role will induct new hires on IT Systems and is vital in engaging with our IT Co-ordinator community through monthly updates.
• Support Project Management and Service Transition: along with continued process improvement on internal documentation, this role will support new services introduced to the IT environment through documentation and any required training of the IT Operations team
  

Knowledge, Skills and Experience:

• Ideally 2-3 years experienced in documentation and working within document management system
• Understanding of ITIL processes, and able to leverage knowledge to document and formalise IT processes
• Excellent written and spoken communication skills, able to communicate difficult or technical concepts, often to people where English may not be a first language
• Experienced in IT Training, such as new hire induction
• Training will be provided for administration of our ITSM tool ManageEngine Service Desk plus, however experience with system administration of an ITSM tool in the past would be useful
  

Personal Attributes:

• High attention to detail, and patience to see a task through to the end
• Ability to conduct research, and be self-taught on new systems and skills
• Ability to effectively prioritise tasks in a high-pressure environment
• Able to work both independently, and collaboratively on content creation