Senior ITSM Knowledge Manager – SC Cleared

Clearance : SC Clearance and UK Nationality

Duration : 6 months

ITSM Knowledge Management:

The ITSM Knowledge Management capability sits within the Service Experience function and is responsible for the provision of a service to create, maintain and make available actionable information to End Users, Service Desk Agents and Resolver Teams, providing common information repositories for all stakeholders across the FCDO.

The Senior ITSM Knowledge Manager is a role within the IT Service Management department of IDD, reporting into the Head of Service Experience.

They are responsible for developing and maintaining processes and procedures for the capture, storage, validation and retrieval of self-help knowledge which will be accessible to all Users.

The Senior ITSM Knowledge Manager is 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 FCDO.
• 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 FCDO.
• Proactively focusing on continuous improvement of self and service, working with others to improve the user experience, simplify processes and improve efficiency of IT Services to enable the Government’s diplomatic, development and consular work around the world.

If you feel you have the skills and experience needed for this role; please do apply now.