IT Knowledge Management And Service Analyst

IT Service Catalog Responsibilities

Ownership, curation, and maintenance of the IT Service Catalog.

Document Management System (DMS)

Oversee and contribute to the full lifecycle of documents in our DMS.

Known Error Database (KEDB)

Enact a rigorous process of KED B maintenance, supporting in the creation, approval, and retiring of known errors, ensuring technicians have access to the solution or workaround when they need it.

Service Design and System Administration

Administration of our ITSM tool, to configure categorization, workflows, and standardized reply and closure templates to ensure effective service management.

Training and Key Stakeholder Engagement

This role will induct new hires on IT Systems and is vital in engaging with our IT Co-ordinator community through monthly updates.

Support Project Management and Service Transition

Along with continued process improvement on internal documentation, this role will support new services introduced to the IT environment through documentation and any required training of the IT Operations team.

Knowledge, Skills and Experience

Ideally 2-3 years experienced in documentation and working within document management system.

Understanding of ITIL processes, and able to leverage knowledge to document and formalize IT processes.

Excellent written and spoken communication skills, able to communicate difficult or technical concepts, often to people where English may not be a first language.

Experienced in IT Training, such as new hire induction.

Training will be provided for administration of our ITSM tool ManageEngine Service Desk plus, however experience with system administration of an ITSM tool in the past would be useful.

Personal Attributes

High attention to detail, and patience to see a task through to the end.

Ability to conduct research, and be self-taught on new systems and skills.

Ability to effectively prioritize tasks in a high-pressure environment.

Able to work both independently, and collaboratively on content creation.