Problem and Knowledge Lead

• Problem and Knowledge Lead
• Manchester - once a month in the office
• £37,000 - £65,000

Our client in Manchester is currently on the lookout for an experienced Knowledge and Problem Lead to join their team where you will manage problem resolution, minimizing service disruptions, and ensuring effective knowledge management within the organisation.

This role is fully remote but you will be required to go into the Manchester office when asked or required.

Main duties and responsibilities:

• Lead the problem management process. Identify, track and resolve issues and support and maintain new or changed services
• Conduct RCA and implement permanent fixes to prevent future incidents
• Monitor and track problem records, ensuring timely updates and resolutions
• Conduct reviews for major incidents to capture lessons learned and implement improvements
• Ensure knowledge articles are created, maintained, and regularly reviewed for accuracy and usability.
• Work closely with technical teams and stakeholders to drive a culture of proactive issue resolution

The following skills and experience will be beneficial for this role:

• Strong background in Problem Management and Knowledge Management within an IT Service Management (ITSM) environment
• Experience in conducting RCA and implementing long-term solutions.
• Expertise in ITIL frameworks, particularly in Incident, Problem, and Knowledge Management (ITIL v3 or v4 certification preferred).
• Experience using ITSM tools such as Ivanti / Jira / ServiceNow
• Strong verbal and written communication skills to engage with diverse stakeholders

Some of the benefits that come with this role include:

• 30 days annual leave entitlement with the option to buy/sell
• 15% employer pension contribution
• Free eyesight tests, private healthcare
• Cycle to work scheme and travel season ticket loans
• Workshops and courses for self-development and learning