Job Description
Location: Birstall
Salary: Up to £40,000 DOE (Pro Rata)
Contract Type: Permanent, Part-Time (20 hours per week)
Hours: Between 08:00 – 18:00, Monday to Friday
Working Style: Hybrid
Knowledge Manager – Join Our Services Team
Are you detail-oriented with a passion for process improvement and service excellence? Do you have experience in Knowledge Management within an IT environment and enjoy driving consistency, efficiency, and quality across teams? If so, we want to hear from you!
We're looking for a Knowledge Manager to join our friendly and collaborative Services team. In this exciting part-time role, you’ll play a key part in shaping and maintaining a high-performing Knowledge Management practice across a dedicated customer account within a multi-vendor IT service environment.
What You'll Do
* Act as the Service Integrator across multiple service providers.
* Define, implement, and optimise Knowledge Management processes within a fully integrated ITSM framework.
* Support a 3-tier Knowledge Management model (processes, procedures, work instructions).
* Manage the full knowledge article lifecycle – creation, review, publication, and retirement.
* Encourage and promote the consistent use of knowledge articles and customer self-service.
* Work with teams to improve content quality and maintain alignment with service processes.
* Support the configuration and utilisation of ServiceNow, particularly the Knowledge module.
* Help monitor knowledge performance metrics and identify areas for continual improvement.
* Champion governance standards and ensure best practices are followed.
Qualifications
What We're Looking For
Preferred Skills & Experience:
* Knowledge Management experience within an IT environment.
* Familiarity with ServiceNow, especially knowledge article management.
* Understanding of ITIL principles and how they support IT service delivery.
* Experience in a multi-vendor or outsourced IT model is a plus.
* Ability to drive content improvement and process alignment across teams.
Preferred Qualifications:
* ITIL v4 Foundation certification.
* Exposure to Knowledge Management tools within an ITSM framework.
* Awareness of service reporting and continual service improvement methods.
Key Competencies:
* Excellent organisational skills and keen attention to detail.
* A proactive, problem-solving mindset.
* Strong communication and collaboration skills.
* Willingness to learn, improve processes, and contribute to positive change.
* Ability to engage with multiple stakeholders across different service areas.
Additional Information
At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team.
We believe in a strong work-life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer:
* Hybrid Working: A flexible hybrid model, typically 3–4 days per week in one of our offices, with the option to work from home where appropriate.
* Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
* Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.
Ready to join the UK’s largest managed service provider?
Apply today or contact our friendly Talent Acquisition Team for more information.