{"id":77624,"url":"https://alion.io/job/nec-software-solutions-knowledge-analyst","title":"Knowledge Analyst","company":{"id":4310,"name":"NEC Software Solutions","domain":"necsws.com","url":"https://alion.io/company/necsws","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":16,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":26,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Analytics","role_family":"Analytics","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hartlepool, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":26000,"max":28000,"currency":"GBP","period":"month","gross":null,"usd_annual":448788},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false}],"status":"live","first_seen_at":"2026-06-05T14:30:16Z","employer_posted_date":"2026-06-05","last_verified_at":"2026-10-29T12:24:51Z","board_verified":true,"closed_at":null,"days_open":146,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":145},"description":"Come join us and make a difference in the world!\nDiscover more at www.necsws.com\nNO AGENCIES PLEASE\n At a strategic level the Knowledge analyst will follow and adhere to the Customer Service Centre (CSC) Knowledge Management Process\nThe overall role includes:\nContinually improving the Knowledge Management processes.\nEnsuring that Knowledge articles within the Knowledge Base(s) are reviewed for relevance and accuracy.\nPromoting the effective use of documentation and the Knowledge Base within the business.\nMain Responsibilities\nDay-to-Day Operation:\nThe Knowledge Analyst will\nManage and review the progression of Knowledge Articles in accordance with the CSC Knowledge Management processes.\nDevelop, co-ordinate and promote the effective functioning of Knowledge Management activities across all of ICT’s support and development areas\nEnsure all new Knowledge Articles are reviewed for relevance and accuracy prior to publication.\nEnsure any outdated articles are archived accordingly.\nEnsure any existing articles are regularly reviewed for relevance, accuracy and currency.\nWork closely with all areas of IT support and development to transfer knowledge allowing improved First Time fix capabilities and customer satisfaction.\nWork closely with Problem Management to ensure suitable work-arounds to existing problems are recorded, managed and used effectively.\nExamine potential areas for service improvement and raise proposals with senior ICT management via the Continuous Service Improvement process\nProvide expert guidance to all support teams within ICT in relation to the effective use of the Knowledge Base and any associated knowledge management systems.\nManage the ITSS KnowIT SharePoint ensuring documents are reviewed and updated in accordance with ISO20000 requirements.\nAssist in the design and preparation of training courses relating to Knowledge Management.\nProvide advice and guidance to all areas of IT Support on the correct usage of the Knowledge Management System.\nEnsure the Knowledge Management System is maintained in line with Knowledge Management processes.\nDesign appropriate metrics for reporting on key performance and quality indicators in relation to Knowledge Management.\nProcess Responsibilities:\nHelp in developing and continuously improving the CSC Knowledge Management Processes.\nAct as Knowledge Analyst for all CSC accounts, ensuring adherence to the Knowledge Management processes at all times.\nIdentify and raise risks and issues with the Knowledge managers which are impacting the Knowledge Management Processes.\nContribute towards the development and retention of ISO/IEC20000 accreditation.\nScope\nThe Scope includes the development and management of the Knowledge Management processes used within the PS IT Support area and any additional areas utilising the KB functionality.\nLogistics:\nEnsure the Knowledge Management process interfaces with the Service Desk and all other relevant ITIL process areas in an efficient and effective manner.\nEnsure communication channels between the Knowledge Management function and related ITIL disciplines (Service Desk, Incident and Problem Management etc.) operate effectively.\nKPI’s\nReport and Manage;\nNumber of pending Articles.\nNumber of archived Articles.\nNumber of Articles awaiting review.\nNumber of Articles awaiting publication.\nCustomer and Support teams’ satisfaction relating to the Knowledge Management process.\nClient Management:\nWhere required, work with transition managers to transfer existing knowledge into PS following successful bids.\nManage the introduction of Knowledge Management processes and the Knowledge Management System to new accounts following successful bids.\nPro-actively apply best practice across all Accounts\n Essential\nExperience of working within an ITIL role\nGood understanding of all Service Management processes\nExcellent interpersonal and communication skills including previous experience liaising with all levels of management\nSelf-motivated\nFlexibility in approach\nAbility to work under pressure\nExcellent customer facing and influencing skills\nAbility to make decisions and take ownership\nExperience of using a Service Management Tool\nExcellent knowledge of MS Excel\nDesirable\nExperience using vFire\nITIL Foundation Accreditation\n We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:\nPrivate Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost) \n25 days paid holiday with the option to buy/sell (FTE)\n4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)\nA Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%\nA selection of flexible benefits to suit your individual needs\nAll colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like. \nOTHER INFORMATION\nCandidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.\n All offers are subject to satisfactory vetting, references and occupational health checks.\nDepending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.\nNEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.\nWho We Are:\nWe’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.\nWorking with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.\nWe work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.\nWe’d love your help. 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