Knowledge Manager

Job content

Company DescriptionSince being founded in 2001, Daisy delivers IT solutions and services to more than 2,000 UK businesses across all sectors – with a portfolio spanning Modern Workplace, Connectivity, Unified Communications, Cloud, Cyber Security and Operational Resilience. We are one of the largest providers of communications and IT solutions across the UK!Job DescriptionLocation: MaidenheadSalary: CompetitiveContract Type: Permanent, Full TimeHours: 08:30 – 17:00, Mon - FriWorking Style: Hybrid (3 days from home, 2 days on-site)Are you detailed orientated with previous Knowledge Management experience? Do you enjoy the challenge of defining processes, strategies and goals to minimise incidents? If so, you should join our friendly Services team as a Knowledge Manager!In this exciting role, you will work on one of our dedicated Customer accounts, acting as the Service Integrator in a multi-tower environment. You will also have the opportunity to define, develop, implement, adopt and optimise processes within a fully integrated ITSM framework.Some of the key responsibilities include:

• Defining process strategy, goals and ensure they are understood across all Service Towers
• Definition and ownership 3 tier hierarchical processes for both Problem and Knowledge management which comprise of Level 1 processes, Level 2 procedures and Level 3 work instructions and policies
• Responsibility for maintaining a Problem Management Database including a Known Error Database
• Managing Knowledge articles across the full lifecycle and work with other tower providers to maximise the use of knowledge management including enabling customer self-help.
• Ensuring that process KPI’s are in place and fit for purpose.
• Attending process review forums across all Service Towers to continually improve and drive the effectiveness of the process.
• Conducting toolset reviews and improvement identification

Knowledge Management

• Leading the ITIL Practice, to ensure its efficiency, effectiveness and continual improvement
• Aligning Knowledge Management to Customer’s IT strategy
• Owning all aspects of delivering Knowledge Management for Customer
• Ensuring suitable resources are available to operate and manage Knowledge Management
• Providing governance to ensure correct use across all parties – Customer, the Partners and any other of Customer’s providers that need to contribute
• Supporting our Customer with organisational change management, where this relates to the effectiveness of Change Management
• Applying a structured methodology and to work with the Change Management Lead
• Managing expectations, maintain good working relationships, and collaborate with key stakeholders across Customer and the Partners
• Working with the Change Manager to develop and manage effective communications for Change Management
• Developing and managing CSFs, KPIs and service levels to manage the Practices’ performance

Problem Management

• Problem identification: Use proactive (review incidents trends) and reactive (P1 incidents) methods, and Partner input to identify potential problems and validate as Problems to be investigated
• Root cause analysis: Conduct investigations to determine the root cause(s) of a problem
• Workarounds & permanent fixes: Prove and document workarounds and permanent fixes
• Records: Maintain known error records
• Reports: Generate problem reports, with observations and recommendations

QualificationsPreferred Skills & Experience

• Previous experience with implementing, managing and continually improving Knowledge Management
• Previous experience with and/or Problem Management
• Previous Service delivery in a multi-sourced model
• Familiarity with ITIL service design and delivery
• Previous experience with managing and analysing reports
• Experience or familiarity of service delivery in a SIAM model
• Experience in defining processes and driving their maturity.

Preferred Qualifications

• ITIL v4 Lifecycle Certificate in Service Strategy, Design or Operation
• Version 4 Foundation Certificate

Key Competencies

• Comfortable with delivering against objectives, KPIs and SLAs
• Creative with desire for continual improvement
• Self-sufficient, diligent and tenacious
• Solid negotiation skills with ability to communicate at all levels
• Organised approach to working

Additional InformationSome of the key benefits we offer include:

• Holiday – Starting at 25 (increasing to up to 30 days for each year you stay with us) + a holiday purchase scheme!
• 1 Free Day of Annual Leave for Birthdays!
• Daisy University and Apprenticeships – Giving you the opportunity to expand your skills and knowledge whilst you work for us.
• Hybrid working to ensure work WORKS for you!
• Enhanced family friendly policies – We are here to look after you and your nearest and dearest.
• Health & Wellbeing offering – Including discounted membership for health plans + Eye Care Scheme, Employee Assistance Programme, and an in-house Wellbeing team.
• The Exchange – Online discount platform for more than 1,200 retailers.

Interested?Submit your interest today for review and consideration by our friendly Talent Acquisition Team!