Process & Knowledge Manager

Carbon 60
15 Apr 2018
20 Apr 2018
Contract Type
Full Time
Process & Knowledge Manager ITL3

Who: a Leading British Retailer

Where: Bracknell, Berkshire

When: ASAP

Duration: 3 months initial, extensions likely

Job Purpose

To work with the Process & Knowledge Analyst alongside the Project Team in the process of capturing and documenting activities performed by existing teams

Key Accountabilities

* Providing leadership to the Process & Knowledge Analyst to achieve the target
* Providing support to the project team to enable a successful transition and delivery
* Responsible for capturing and documenting Knowledge to populate a new Knowledge Base
* Providing Analysis of services offered by IT and identifying where knowledge gaps exist
* Working with existing teams in a sensitive environment to capture experience and un-documented knowledge

Nature and Scope

To deliver against the key accountabilities, the Process & Knowledge Manager ITL3 will be expected to:

* Work with the Process & Knowledge Analyst to build a comprehensive Knowledge Base containing processes and procedures required to support the business
* Identify easily recognisable risks and escalate to a higher level.
* Demonstrate strong communication skills, both verbally and written, advising customers and stakeholders of actions taken
* Communicate technical information in a clear and understandable manner to non-technical stakeholders
* Share knowledge with team colleagues by publishing knowledge base articles and organising cross-training.
* Support other activities as assigned by Management.
* Work under routine, regular (not daily) supervision and without frequent reference to others
* Plan, schedule and monitor own tasks (own time vs quality of output).
* Manage own time effectively.
* Show initiative in carrying out day to day work.
* Develop an understanding of and use appropriate sensitivity when dealing with the stakeholders of the Service Desk.
* Develop understanding and appropriate usage of Partnership methods, tools and applications.
* Independently follow Partnership-wide business process and policy.
* DESIRABLE – experience of ServiceNow ITSM tool
* DESIRABLE – experience of 2nd Line support activities


* ITIL knowledge - incident, request and knowledge management
* General business acumen as well as an understanding of trade / customer proposition

Person Specification

* Develops and maintains informal relationships with customers and service providers moving to more formal relationships when in scope of own tasks/projects.
* Ability to empathise and understand the impact of a particular incident.
* Demonstrates ability to conduct an effective dialogue.
* Demonstrates confidence in presenting basic technical information to colleagues and own team.
* Demonstrates ability to summarise own and others’ points of view, concisely and effectively both orally and in writing.
* Ensures body language matches message and gestures convey the intended message.

* Identifies potential problems and suggests a solution to managers, taking into account all relevant information.
* Demonstrates a logical and organised approach to work.
* Demonstrates ability to influence colleagues at peer level as well as more senior levels.
* Consistently interacts successfully with department/project team members.
* Makes decisions which may impact on the work assigned to colleagues or the timing of (project) work.
* Shares knowledge with colleagues.
* Participates in and contributes positively to own team environment, sensitively and diplomatically.
* Acts as a team player; acts in the interest of the team rather than self.
* Builds on and enhances team member suggestions.
* Demonstrates ability to work to deadlines.

Technical Skills

* Experience of working within a Service Desk environment
* Demonstrates competence in own area of expertise.
* Applies own knowledge effectively.
* Absorbs technical information when it is presented systematically and applies it effectively.
* Develops an understanding of key technical skills and applications and their link to relevant areas of the business.
* Develops knowledge of the business’s IT standards and methodologies.

The recruiter has stated that all applicants for this job should be able to prove they are legally entitled to work in the UK. Carbon60 is a trading name of Carbon60 Limited an Employment Business/Agency

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