IT Process Owner (Knowledge Management, ServiceNow)

  • -
  • Havant, Hampshire
  • Permanent

IT Knowledge Management Process Owner (ServiceNow)


Base Locations: Havant (preferred), Reading, Aberdeen, Perth, Glasgow, Edinburgh.

Working Pattern: Permanent | Full Time | Hybrid (1 day per month at the office - Havant (preferred))


Benefits: A comprehensive range of benefits to support your family, finances, and wellbeing, (including 34 days of holiday entitlement, enhanced maternity/paternity leave, discounted healthcare, salary sacrifice car leasing, and much more).


About the Role: Are you passionate about Knowledge Management? Do you thrive in an environment where you can influence and improve service delivery? Join us as the IT Knowledge Management Process Owner, where you'll be pivotal in managing and enhancing our Service Knowledge Management System. Reporting to the Head of Service Management, you'll be part of a dynamic team dedicated to the delivery of Infrastructure & Platforms (I&P) Services across the UK and Ireland.


Key Responsibilities:

  • Develop and manage an effective Service Knowledge Management System and associated processes.
  • Ensure the organization leverages knowledge effectively throughout all stages of the service lifecycle.
  • Own and be accountable for all aspects of the IT Knowledge Management process, including development, governance, compliance, reporting, and continual improvement.
  • Collaborate with suppliers and other delivery and governance functions to optimize and continually improve Knowledge Management capabilities.
  • Act as a point of escalation, approval, and decision-making within Knowledge Management.


What You'll Bring:

  • Extensive experience in IT Knowledge Management, including driving effective knowledge consumption in Service Desk and Incident Management.
  • Strong expertise in Service Management processes and best practices, ideally ITIL Foundation certified.
  • Proven experience in supplier management, particularly in outsource or SIAM partnerships.
  • Exceptional stakeholder and supplier management skills to ensure effective service management.
  • Proficiency in using ServiceNow, especially the Knowledge Management module.


The IT department supports the technology needs of all the group businesses, from emerging technologies to data analytics and cybersecurity.


Apply today and power the future!


Elena Lushkina Talent Sourcer

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