Problem and Knowledge Manager

I have an exciting new opportunity to join a well renowned institution as a Problem and Knowledge Manager. The role plays a vital part for the IT department to establish a knowledge management framework, ensure ITIL best practises are adhered to and to identify trends in incident and problem data.

Skills

• Significant experience in ITIL Problem Management and Knowledge Management roles within an ITIL focused support environment.
• Experience of developing and implementing a strategy to establish and embed a problem and knowledge management function within IT.
• Proven track record of success in IT roles within a comparable sized organisation with extensive operational scope.
• Experience of working collaboratively across team boundaries in a large organisation to effect
• Up-to-date knowledge and understanding of IT hardware and software with the ability to apply this to troubleshoot and investigate complex technical problems from first principles
• Ability to define and monitor key performance indicators, analyse data, identify trends and areas for improvement.
• ITIL 4 Practitioner in Problem Management or equivalent practical experience.
• Experience of leading and managing a team, developing individuals to their full potential.

Responsibilities

• Implement ITIL-aligned problem and knowledge management processes, developing strategies and embedding them into daily IT operations.
• Analyse incident data to identify trends, resolve root causes, and prevent recurring issues.
• Lead and manage the team, handling recruitment, development, performance management, and fostering staff well-being.
• Promote engagement with problem and knowledge management, influencing stakeholders to adopt improved practices.
• Build relationships with key stakeholders to align problem management activities with strategic goals.
• Create and maintain a knowledge management framework and repository, ensuring accessible, accurate, and up-to-date resources.
• Design and deliver tailored training programs to support effective technology adoption.
• Collaborate across IT to prioritise issues and track KPI’s to measure problem and knowledge management success.
• Provide training and guidance on best practices for problem and knowledge management.
• Stay updated on industry advancements and promote continuous learning within IT Services.

Benefits

• Very generous holiday (30 days and rising with service)
• Very generous pension contribution
• On going training and development opportunities