Knowledge Analyst

The primary objective of the Knowledge Editor role, is to thoroughly maintain and champion company-wide knowledge sharing, so that the information and experience is shared and utilised inside and outside the organisation (as appropriate) with clients, partners, and stakeholders.



Review and Maintenance of the knowledgebase (70%); Including but not limited to the following activities :-



Managed up to 5000 knowledge articles held within the shared service tooling suite in line with Company PRS processes and deliver against the PRS documented Service Level Agreements for knowledge management.


Provide standard reporting on a monthly basis to your primary and secondary client portfolio.



Knowledge innovation (15%); Including but not limited to the following activities :-



Maintain the knowledgebase and knowledge customer user guides, as required


Research and identification of future potential opportunities for Knowledge Management, using available resources


Keep up to date on all relevant developments within the client services and technologies, to ensure the knowledgebase provides the best possible knowledge capability to knowledge users


Work with the service delivery teams to encourage and develop their proactive involvement in the creation and update of knowledge articles


Work with the clients and third party support teams, to encourage and develop their proactive involvement in the creation and update of knowledge articles


Provide ad-hoc training on the use of the knowledgebase to knowledge users, outside of any standard activities provided by the training department - including workshops, webinars, and one-on-one guidance


Share experiences across peers, business units, and networks on innovative approaches in knowledge sharing, including preparation of reusable case studies



Other Knowledge Management-related activities (15%); Including but not limited to the following activities :-



Appropriate involvement in transitional activities, (new and existing clients) as set out in the global processes


Identify own development needs in line with business objectives


Proofread Knowledge Articles and Company related material to support information and knowledge sharing


Act in accordance with Computacenter Information Security Policies, and report any potential or actual security events or other security risks to the organisation



As the service matures the role will change to incorporate more Service Desk and Request Management operational functions.



Essential:


Demonstrates analytical and systematic approach to day to day tasks


The ability to absorb and understand technical and non-technical information, to a required standard


An organised approach to work


Proven ability to work under pressure and to tight deadlines


Demonstrates effective interpersonal, literacy and numeracy skills


Communication - ability to get consensus and collaboration across multiple areas, with the ability to generate enthusiasm, and to communicate with all levels of management and staff


Client orientation - Understands clients' needs and concerns, and responds promptly and effectively to their needs


Teamwork - Collaborates with peers, and relevant other individuals and groups, to produce solutions which benefit all parties



Desirable:


KCS Certified


2 years experience in an IT Service environment


ITIL foundation certification


Familiarisation of information systems, technology functions and applications in line with industry standards, as appropriate to the role


Appreciation of importance of Knowledge Management function, and associated benefits


Understanding of "shift-left" process, and benefits


Ability to engage and influence on relevant issues at all levels both internally and customer facing


Open to new ideas, and shares own knowledge. Applies knowledge in daily work


Previous involvement in project-related activities


Experience of reporting


Establishing straight-forward, productive relationships

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