Knowledge Analyst

Key Accountabilities

• 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 Knowledge Analyst ITL2 will be expected to:

• Work with the Knowledge Manager 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.
• 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.
• Develop an understanding of and use appropriate sensitivity when dealing with the stakeholders of the Service Desk.. 
• DESIRABLE – experience of ServiceNow ITSM tool
• DESIRABLE – experience of 2^nd Line support activities