Knowledge and Content Manager London, England
Job description
Who we're looking for
We are looking for an experienced Knowledge and Content Manager to join our Knowledge and Content team that is a critical component of our Integrated Services function. The Knowledge and Content team will play a key role in ensuring required documentation is captured, tailored suitably for the target audience, and regularly reviewed and maintained.
The role will ensure high standards of service outcomes, customer satisfaction, adherence with functional standards and policy; and contribute to continuous improvement activities
About the role
The Knowledge and Content Manager will be responsible for managing, capturing and sharing knowledge within the Integrated Services’ organisation.
The scope of our Integrated Services organisation will include Finance, HR, Risk Management, Sales and Marketing, Secretarial Solutions and Technology services, and the Knowledge and Content Manager will be responsible for the day-to-day effective knowledge management across all of these competencies and communicating the strategy and the value of the team.
The role will be responsible for ensuring knowledge articles and broader content is appropriately designed, formatted and maintained for users to access (via an enterprise wide platform), enabling self service and self remediation for our 22,000 service users.
They will advise delivery teams on the implementation of knowledge sharing activities and maximise knowledge management improvement for the organisation.
We are seeking Knowledge and Content managers with a track record of successfully managing Knowledge, preferably in highly regulated and quality driven business environments.
Responsibilities
The core responsibilities for this role will include:
- Support the ongoing Knowledge and Content management strategy looking at opportunities to improve user experience
- Maintain documentation standards across all elements of the Knowledge and Content Platforms environment
- Manage the content lifecycle process, ensuring the knowledge management team works and supports stakeholders to regularly review and update documentation
- Provide technical and process expertise in developing the technology to drive the Knowledge Management lifecycle in accordance with the design principles, strategy and internal governance processes
- Provide expertise on the planning and execution of content development as required
- Evaluate data and user feedback to continually improve employee experience and Knowledge adoption
- Work with Incident and Query management to establish the effective use of Knowledge through self-service
- Work with Virtual Assistant development teams to improve effective user query management, ensuring answers meet the end user questions
- Manage key customer relationships with business functions champions, end customers, and where appropriate communities of practice to ensure the approach to knowledge management is meeting user needs
Essential skills and experience required:
- Experience in a similar Knowledge and Content role, either in a multi-functional or single function service environment
- Experience of Knowledge Management frameworks including Service Management techniques such as ITIL.
- Practical hands-on experience managing Knowledge and Content systems, preferably using ServiceNow
- Someone who is curious to understand our products, business processes and services in order to support great content creation
- Experience of stakeholder and relationship management helping customers to develop engaging Knowledge and Content
Additional information
Location:
The Integrated Services organisation is anticipated to be dispersed and as our Firm embraces a hybrid working model the location of this role is flexible.
It is expected however that some travel will be required to our major hub offices - London, Birmingham and Manchester
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