Knowledge Analyst

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• Ensure any outdated articles are archived accordingly.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 correct usage of the Knowledge Management System.
• Ensure the Knowledge Management System is maintained in line with Knowledge Management processes.
• Design appropriate metrics for reporting on key performance and quality indicators in relation to Knowledge Management.
 

Process Responsibilities:

• Help in developing and continuously improving the CSC Knowledge Management Processes.
• Act as Knowledge Analyst for all CSC accounts, ensuring adherence to the Knowledge Management processes at all times.
• Identify and raise risks and issues with the Knowledge managers which are impacting the Knowledge Management Processes.
• Contribute towards the development and retention of ISO/IEC20000 accreditation.
 

Scope

• The Scope includes the development and management of the Knowledge Management processes used within the PS IT Support area and any additional areas utilising the KB functionality.
 

Logistics:

• Ensure the Knowledge Management process interfaces with the Service Desk and all other relevant ITIL process areas in an efficient and effective manner.
• Ensure communication channels between the Knowledge Management function and related ITIL disciplines (Service Desk, Incident and Problem Management etc.) operate effectively.
 

KPI’s

Report and Manage;

• Number of pending Articles.
• Number of archived Articles.
• Number of Articles awaiting review.
• Number of Articles awaiting publication.
• Customer and Support teams’ satisfaction relating to the Knowledge Management process.
 

Client Management:

• Where required, work with transition managers to transfer existing knowledge into PS following successful bids.
• Manage the introduction of Knowledge Management processes and the Knowledge Management System to new accounts following successful bids.
• Pro-actively apply best practice across all Accounts

Department: Cyber Service and Technology
Function: Information Technology
Experience Level: Not Applicable