IT Service Manager

Job Title: Service Manager/Knowledge Manager (SC Cleared)

Pay Rate: Negotiable

Location: London (Hybrid)

Contract Length: Initial 6 months

Advantage Resourcing are working in partnership with a public sector organisation who are currently seeking a Service Manager with a background in knowledge management to join their organisation.

You will be responsible for:

Documenting and maintaining Knowledge Management strategies, processes and procedures for the capture, storage, validation, and retrieval of knowledge.
Enabling the Service Desk, Product Teams and Resolver Groups to create knowledge articles resulting from the resolution of Incidents and Problems to ensure that all critical knowledge is retained within the organisation.
Developing and maintaining the Knowledge Base, identifying critical knowledge to ensure that all users are equipped with the IT knowledge required to do their day to day activities.
Completing quality spot checks on knowledge articles, ensuring that published content is of an appropriate standard and in line with accessibility requirements.
Performing the role of Major Incident Manager on an ad hoc basis, as part of a wider Major Incident support team, coordinating the resolution of Major Incidents. (Note that support and guidance will be provided).
Completing timely reporting activity on the usage of knowledge articles flagging knowledge articles which are un-used for review.
Championing knowledge management awareness, tools and techniques within wider IDD and across the business

Skills required:

Strong technical skills and a proven track record of enabling Knowledge Management, who can demonstrate the skills outlined in the role level, including:

Strategic Thinking
User Focused
Service Focused
Continual Service Improvement
Service Management Framework knowledge

If you are interested in this opportunity, please apply now.

Reference: 68384