IS Problem and Knowledge Lead

Our client is seeking a highly skilled IT Problem and Knowledge Manager to join their dynamic team. This role offers the opportunity to work within an organisation that values excellence, fairness, transparency, collaboration, and integrity. The successful candidate will be responsible for managing problem resolution, minimising service disruptions, and ensuring effective knowledge management within the Information Systems (IS) Operations team.

IT PROBLEM AND KNOWLEDGE MANAGER

Salary: Competitive and based on experience
Location: North West (1 day a month in Manchester)

Salary - up to £65k depending on experience

Our client is seeking a highly skilled IT Problem and Knowledge Manager to join their dynamic team. This role offers the opportunity to work within an organisation that values excellence, fairness, transparency, collaboration, and integrity. The successful candidate will be responsible for managing problem resolution, minimising service disruptions, and ensuring effective knowledge management within the Information Systems (IS) Operations team. This role provides a unique opportunity to drive proactive problem management through root cause analysis (RCA) while ensuring that knowledge is effectively captured, structured, and utilised to improve overall IT service quality.

. Opportunity to work in a supportive and inclusive environment
. Chance to contribute to an organisation committed to continuous improvement
. Role offering flexible working options

What you'll do:

As an IT Problem and Knowledge Manager, your primary focus will be on driving proactive problem management through root cause analysis (RCA). You will lead the Problem Management process, identifying, tracking, and resolving recurring issues. Your role will also involve conducting post-mortem reviews for major incidents to capture lessons learned and implement improvements. In addition to this, you will develop and maintain a Knowledge Management Strategy. This includes ensuring that knowledge articles are created, maintained, regularly reviewed for accuracy and usability. You will also promote a knowledge-sharing culture across IS teams and wider business functions.

. Lead the Problem Management process, ensuring the identification, tracking, and resolution of recurring issues.
. Conduct Root Cause Analysis (RCA) and implement permanent fixes to prevent incident recurrence.
. Monitor and track problem records, ensuring timely updates and resolutions.
. Establish and monitor Key Performance Indicators (KPIs) for problem management effectiveness.
. Conduct post-mortem reviews for major incidents to capture lessons learned and implement improvements.
. Develop and maintain a Knowledge Management Strategy, ensuring best practices are followed.
. Ensure knowledge articles are created, maintained, and regularly reviewed for accuracy and usability.
. Promote a knowledge-sharing culture across IS teams and wider business functions.
. Improve the self-service capability of users by enhancing knowledge base structure and accessibility.
. Implement tools and processes to facilitate effective knowledge capture, sharing, and reusability.

What you bring:

The ideal candidate for the IT Problem and Knowledge Manager role will bring a strong background in Problem Management and Knowledge Management within an IT Service Management (ITSM) environment. You will have proven experience in conducting Root Cause Analysis (RCA) and implementing long-term solutions. Your expertise in ITIL frameworks, particularly in Incident, Problem, and Knowledge Management, will be essential for this role. Additionally, your ability to create and maintain an effective knowledge base that enhances service efficiency and self-service adoption will be highly valued. Your excellent analytical skills, coupled with your ability to identify trends and propose solutions to recurring issues, will be crucial in this role.

. Strong background in Problem Management and Knowledge Management within an IT Service Management (ITSM) environment.
. Experience in conducting Root Cause Analysis (RCA) and implementing long-term solutions.
. Expertise in ITIL frameworks, particularly in Incident, Problem, and Knowledge Management.
. Ability to create and maintain an effective knowledge base that enhances service efficiency and self-service adoption.
. Experience using ITSM tools such as Ivanti/Jira/ServiceNow.
. Excellent analytical skills with the ability to identify trends and propose solutions to recurring issues.
. Strong verbal and written communication skills to engage with diverse stakeholders.
. Ability to demonstrate excellent customer experience including responding positively and creatively to the needs of others whilst working to service standards and departmental policy.
. Ability to work both independently and as part of a team, supporting a culture of continuous improvement.
. Understanding of Data Protection Act and the importance of maintaining confidentiality.

What sets this company apart:

Our client is a charity registered in England and Wales, committed to creating an inclusive culture where everyone can reach their full potential. They offer a wide range of benefits including annual leave, defined contribution pension scheme, wellbeing support, flexible working opportunities, learning and development programmes, and other benefits such as discounts scheme and season ticket loans. They are also committed to minimising their environmental impact through their corporate social responsibility programme.

What's next:

Ready for a rewarding challenge? Apply now!

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Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates