NEC Software Solutions
Information Technology And Services
KnowledgeAnalyst
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“Knowledge Analyst at NEC Software Solutions. Skills: Knowledge Management Process, Knowledge Base Management, Service Management. Manage progression of Knowledge Articles. Develop Knowledge Management activities”
What You'll Achieve.
Improved First Time fix capabilities; Customer satisfaction; Effective use of documentation; Effective use of Knowledge Base; Adherence to Knowledge Management Process; Adherence to ISO20000 requirements; Effective process interfaces; Effective communication channels
Industry & Context.
Root cause analysis
Right to work in UK, DBS check
What They're Looking For.
Must Have
Experience within an ITIL role, Understanding of Service Management processes, Interpersonal and communication skills, Experience liaising with management, Self-motivated, Flexibility in approach, Ability to work under pressure, Customer facing skills, Influencing skills, Ability to make decisions, Ability to take ownership, Experience using a Service Management Tool, Excellent knowledge of MS Excel
Nice to Have
Experience using vFire, ITIL Foundation Accreditation
What You'll Do.
Manage progression of Knowledge Articles
Develop Knowledge Management activities
Co-ordinate Knowledge Management activities
Promote Knowledge Management activities
Review new Knowledge Articles
Archive outdated articles
Review existing articles
Transfer knowledge to IT support
Use work-arounds effectively
Examine areas for service improvement
Raise proposals to management
Provide expert guidance
Manage ITSS KnowIT SharePoint
Assist in design of training courses
Assist in preparation of training courses
Provide advice on Knowledge Management System
Provide guidance on Knowledge Management System
Maintain Knowledge Management System
Design metrics for reporting
Improve CSC Knowledge Management Processes
Act as Knowledge Analyst
Ensure adherence to processes
Contribute to ISO/IEC20000 accreditation
Develop Knowledge Management processes
Manage Knowledge Management processes
Ensure process interfaces with Service Desk
Ensure process interfaces with ITIL areas
Ensure communication channels operate effectively
Report pending Articles
Report archived Articles
Report Articles awaiting review
Report Articles awaiting publication
Report customer satisfaction
Report support team satisfaction
Transfer knowledge to PS
Manage introduction of Knowledge Management
How You'll Work.
Team & Collaboration
ICT support and development; Problem Management; Senior ICT management; All support teams; Service Desk; ITIL process areas; Transition managers; New accounts
Communication Scope
Interpersonal skills; Communication skills; Influencing skills
Process & Methodology
ITIL
Full Job Description
Come join us and make a difference in the world! Discover more at [www.necsws.com](http://www.necsws.com/) NO AGENCIES PLEASE At a strategic level the Knowledge analyst will follow and adhere to the Customer Service Centre (CSC) Knowledge Management Process The overall role includes: * Continually improving the Knowledge Management processes. * Ensuring that Knowledge articles within the Knowledge Base(s) are reviewed for relevance and accuracy. * Promoting the effective use of documentation and the Knowledge Base within the business. Main Responsibilities Day-to-Day Operation: The Knowledge Analyst will * Manage and review the progression of Knowledge Articles in accordance with the CSC Knowledge Management processes. * Develop, co-ordinate and promote the effective functioning of Knowledge Management activities across all of ICT’s support and development areas * Ensure all new Knowledge Articles are reviewed for relevance and accuracy prior to publication. * Ensure any outdated articles are archived accordingly. * Ensure any existing articles are regularly reviewed for relevance, accuracy and currency. * Work closely with all areas of IT support and development to transfer knowledge allowing improved First Time fix capabilities and customer satisfaction. * Work closely with Problem Management to ensure suitable work-arounds to existing problems are recorded, managed and used effectively. * Examine potential areas for service improvement and raise proposals with senior ICT management via the Continuous Service Improvement process * Provide expert guidance to all support teams within ICT in relation to the effective use of the Knowledge Base and any associated knowledge management systems. * Manage the ITSS KnowIT SharePoint ensuring documents are reviewed and updated in accordance with ISO20000 requirements. * Assist in the design and preparation of training courses relating to Knowledge Management. * Provide advice and guidance to all areas of IT Support on the co
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