IT Knowledge Manager

Capita are currently recruiting for an IT Knowledge Manager to be based in Nottingham. Capita are the UK's largest business process outsourcer with over 65,000 employees in over 350 sites. In this role in particular, you will be working as part of the DVSA (Driver and Vehicle Standards Agency) business.

As IT Knowledge Manager you will be required to deliver a new Knowledge Management process into Capita. The role may suit an experienced Knowledge Manager with experience of BMC Remedy. You must have experience of the Knowledge Management life cycle and in using knowledge to deliver First Line Fixes on a Service/Help Desk. Experience within the IT Services sector is highly desirable.

The ideal candidate will also be expected to have experience of one of more knowledge management solutions. You will be expected to drive the deployment of a Knowledge Management solution forwards within Capita IT Services, to enable first time fix and self-help to take place. In doing so, you will be expected to work across our lines of service to gain 'buy-in' and technical contributions to the knowledgebase.

Key Requirements; but not limited to.
*To play an instrumental role in the design and implementation of the knowledge management process from; draft, through technical and standards review to published and archiving solutions
*To assist with the implementation of the newly designed process within BMC Remedy
*To work with technical resolving Tower Suppliers; gain their buy-in and commitment, to capture and author content
*To work with the technical resolving Tower Suppliers to establish a virtual team of experts who will perform the role of technical reviewers and content managers within their designated areas
*To work with the Service Desk to enable them to understand how to use the content in resolving solutions at first line
*To work with Problem Management team, to build a process to progress Problems to Known Errors and Solutions

Essential

• 2+ Years of experience within a Knowledge Management environment
  *Experience of knowledge management tools - BMC Remedy
  *Understanding of the Knowledge Management Lifecycle
  *Experience of authoring knowledge, a logical approach to documenting solutions
  *Knowledge of call logging/service management systems

Desirable

• Strong quantitative and analytical skills.
  * Broad range of computer skills-database, spreadsheet, statistics applications.
  * An understanding of supplier contracts and fee structures.
  * Self-directed with the ability to communicate findings, make recommendations, and facilitate change.
  * Project management skills including SPC (Statistical Process Control

This is an exciting opportunity to work for a market leader on an exciting new contract. For further information, please apply with an up to date CV in Word format.

Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.