Job Description The Knowledge Analyst role is a varied and exciting role. The role is responsible for ensuring the day-to-day Knowledge Management process activities are delivered to meet the needs of the business. It will involve working closely with key stakeholders and targeted with supporting the delivery of a high performance and reliable IT capability worldwide. Working within the Cyber, Service and Technology (CST) division and reporting to the Service Delivery Manager – Service Management, the successful candidate will be responsible for delivering Knowledge Management to the business against defined processes. The successful candidate will show excellent communication skills, self-motivated and an attention to detail. The role is responsible for delivering of Services aligned to the ITIL framework and maintaining compliance with ISO20000. At a strategic level the Knowledge analyst will follow and adhere to the Knowledge Management Process The overall role includes: Ensuring that Knowledge articles within the Knowledge Base(s) are reviewed for relevance and accuracy. Promoting the effective use of documentation and the Knowledge Base within the business. Continually improving the Knowledge Management processes. Main Responsibilities The Knowledge Analyst will Manage and review the progression of Knowledge Articles in accordance with the Knowledge Management processes. Develop, co-ordinate and promote the effective functioning of Knowledge Management activities across all business areas Ensure all new Knowledge Articles are reviewed for relevance and accuracy prior to publication. Ensure any outdated articles are archived accordingly. Ensure any existing articles are regularly reviewed for relevance, accuracy and currency. Work closely with all areas of business to transfer knowledge allowing improved First Time fix capabilities and customer satisfaction. Work closely with Problem Management to ensure suitable work-arounds to existing problems are recorded, managed and used effectively. Provide guidance to all support teams within business in relation to the effective use of the Knowledge Base and any associated knowledge management systems. Provide advice and guidance to all areas business areas on the correct usage of the Knowledge Management System. Ensure the Knowledge Management System is maintained in line with Knowledge Management processes. Ensure the Knowledge Management process interfaces with the Service Desk and all other relevant ITIL process areas in an efficient and effective manner. Ensure communication channels between the Knowledge Management function and related ITIL disciplines (Service Desk, Incident and Problem Management etc.) operate effectively.