Knowledge Manager

We are seeking a highly organised, self starter team player with demonstrable Knowledge Management and ServiceNow experience to join us as a Knowledge Manager.  This is a crucial role responsible for implementing a knowledge management strategy that will shape the future of our service delivery. 

Working as part of the ServiceNow team you will collaborate with subject matter experts and be responsible for capturing, organizing and sharing knowledge and information within the IT function and wider business.

Main Duties and Accountabilities:

• Develop and build initial knowledge content to support internal and external users within ServiceNow (this will include but not limited to: written documents, video creation, online help, chatbot content).  
• Collaborate with subject matter experts and stakeholders to gather and transform information into knowledge artefacts.
• Develop organisational policies, standards, guidelines, and frameworks for managing knowledge in ServiceNow.
• Champion and lead in the development of an organisational knowledge management approach using ServiceNow as the backbone for managing the estate. 
• Train others on how to produce content, including the testing and release of content and educate end users on how to effectively search for and utilize the knowledge
• Develop writing regulations and document templates based on knowledge base best practices.
• Shares different approaches for knowledge sharing across communities of practice, business units, and networks.
• Audit knowledge process adherence and content to make sure its fit for purpose and follows the agreed policies and guidelines.
• Produce accurate reporting that identifies how knowledge is being used and how it can be improved both within IT and the business.
• Promotes knowledge-sharing through operational business processes and systems.
• Monitors and evaluates knowledge-sharing initiatives and manages reviews of the benefits and value of knowledge management. Identify and recommends improvements.
• Supports all knowledge-related queries, issues and enhancements

Role Requirements:

This role is ideal for someone who has at least 2+ years’ experience in ServiceNow knowledge management including creating a knowledge management framework, defining processes, strategies, and goals.

• Experience implementing, managing and continually improving Knowledge Management with ServiceNow
• Experience producing knowledge content in a wide variety of mediums: written/video/ audio
• Hands-on experience configuring and implementing some of the following in-tool capabilities within ServiceNow: Guided Tours, PlayBooks, Coaching, KCS
• Familiarity with ITIL service design and delivery
• Experience in defining processes and driving their maturity.
• Proficient in tools such as Confluence, Jira and SharePoint as well as standard MS Office suite

Desirable but not essential

• ITIL v4 Lifecycle Certificate in Service Strategy, Design or Operation
• ITIL v4 Foundation Certificate
• ServiceNow CSA
• KCS Foundation Certification

Our Commitment to You

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

All qualified applicants will receive equal consideration for employment.

Benefits and Work-Life Balance

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work For in the UK.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.

#LI-MB1