Knowledge Manager

We are seeking a highly organised, self starter 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 other 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 organisational policies, standards, guidelines, and frameworks for managing knowledge in ServiceNow.
• 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.
• 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.
• 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 3+ years’ experience focussed on ServiceNow and  Knowledge Management including designing and implementing a knowledge management framework, defining processes, strategies and goals.

• Previous experience implementing, managing and continually improving/maturing Knowledge Management processes within a ServiceNow environment.
• Demonstratable knowledge and experience leading the rollout of a successful knowledge management strategy.
• Working closely with stakeholders to understand requirements, provide solutions, educate on best practices and ensure ongoing adoption and value realisation.
• Experience producing knowledge content in a wide variety of mediums: written/video/ audio
• Subject Matter expert in the ServiceNow platform capabilities to support the underlying processes
• Strong knowledge of the ITIL framework V4 Foundation
• Proficient with other tools such as Confluence, Jira and SharePoint as well as standard MS Office suite
• A highly organised self-starter with a wealth of Knowledge Management experience to draw upon to help support making the right tactical and strategic decisions.
• Exemplary communications skills .​

Desirable:

• ITIL v4 Certificate in Service Strategy, Design or Operation
• ServiceNow CSA
• KCS Foundation Certification
• Previous experience in an IT Support Management role

Salary, Benefits, and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

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. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

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.

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