IS Problem and Knowledge Lead

IS Problem and Knowledge Lead - Hybrid (Manchester)

Harvey Nash is currently recruiting for an exciting permanent role with a client of ours, a leading public sector organisation who are currently undergoing lots of change and transformation. It is a really exciting time for an enthusiastic professional, who is comfortable taking the lead on all things problem and knowledge management, to join the team and have the opportunity to make instant impact.

The role:

Problem Management:

1. Oversee the Problem Management process to identify, track, and resolve recurring issues. Ensure processes, roles, and skills are equipped to support and maintain new or changed services.
2. Perform Root Cause Analysis (RCA) and implement permanent solutions to prevent future incidents.
3. Keep problem records updated and ensure timely resolutions.
4. Set and monitor Key Performance Indicators (KPIs) to measure problem management effectiveness and meet service and availability targets.
5. Conduct post-incident reviews to capture lessons learned and drive improvements.
6. Collaborate with technical teams and stakeholders to promote proactive issue resolution.

Knowledge Management:

1. Develop and maintain a Knowledge Management Strategy, adhering to best practices.
2. Ensure knowledge articles are accurate, up-to-date, and user-friendly.
3. Foster a culture of knowledge sharing across IS teams and the broader organization.
4. Enhance user self-service capabilities by improving the knowledge base structure and accessibility.
5. Implement tools and processes for effective knowledge capture, sharing, and reuse.
6. Support training initiatives to ensure effective use of the Knowledge Management system by IS teams.

The candidate:

• Extensive experience in Problem and Knowledge Management within IT Service Management (ITSM).
• Proven ability to conduct Root Cause Analysis (RCA) and implement lasting solutions.
• Proficiency in ITIL frameworks, especially Incident, Problem, and Knowledge Management (ITIL v3 or v4 certification preferred).
• Ability to develop and maintain a knowledge base that enhances service efficiency and self-service.
• Experience with ITSM tools like Ivanti, Jira, and ServiceNow.
• Strong analytical skills to identify trends and propose solutions.

• Excellent communication skills for engaging with diverse stakeholders.
• Experience in Business Continuity Planning and risk assessment.
• Knowledge of PRINCE2, Agile methodologies, and IT Service Level Management.
• Familiarity with reporting tools and dashboard creation for tracking performance.
• Experience in developing and delivering training on Knowledge Management processes.

Please apply now or contact me directly for a confidential conversation:

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IS Problem and Knowledge Lead - Hybrid (Manchester)