The primary objective of ITIL Knowledge Manager and Process is to collect, analyse, store and share knowledge and information within the DCSTL organisation, whilst;

• reducing the need for rediscovering knowledge
• improving the service & operational efficiency
• maintaining the service knowledge management system (ITIL SKMS)
• capturing, arranging, classifying, and storing defined knowledge and making them available where needed
• sharing knowledge, ensuring quality and availability in correct places

The Knowledge Manager is responsible for creating an environment that facilitates high performance and collaborative working for DCSTL Knowledge Management, ensuring governance and adherence to the Knowledge Management process and working collaboratively with other stakeholders;

• Responsible for establishing the Policy, Process and Procedures for the ITIL Best Practice Knowledge Management process in conjunction with other Process Owners
• Evaluate requirements to create new knowledge bases and implement as per standards liaising with service now tool team
• Support in designing knowledge workflows, set knowledge properties, and manage knowledge forms and homepages
• Accountable for the promotion and communication of the Knowledge Management policy, processes and procedures
• Accountable for ensuring that processes are fit for purpose, efficient and effective and align with business requirements and strategy
• Accountable for ensuring the process meets governance, compliance   
• Accountable for the resolution of issues relating to the Knowledge Management process, its interfaces with other ITIL disciplines and other business functions.
• Promotes the benefit of Knowledge Management wherever possible.
• Hands on experience in Service Now Knowledge Management Module
• Own and maintain ITSM Process, Policy and Process Library
• Review and approve new artefacts in ITSM Library
• Transition ITSM process library as knowledge base in service now
• Works closely with knowledge base owners and knowledge analysts
• Ensure knowledge is delivered and improved in a timely manner
• Ensure most up to date knowledge is available for customers
• Ensure overall quality and value of knowledge
• Responsible for resolving any issues escalated up to Process Owner.
• Responsible for reviewing the process
• Perform process maturity assessments and reviews
• Accountable for identifying and managing continual improvement opportunities.

• ITIL V3 Foundation
• Extensive experience in IT Service Management
• Experience in Knowledge Management Service now
• Experience in developing and implementing knowledge management process
• Experience in managing in service management process library
• Stakeholder management
• Ability to work with local and remote teams

Here are some of the benefits that we offer…

• Up to 35 days holiday, plus bank holidays
• The day off on your birthday!
• Fantastic learning and development opportunities through "Daisy University" to help you achieve your career goals. 
• Access to excellent discounts and savings at more than 1,200 retailers
• Access to exclusive offers on a range of Daisy products