GSC Knowledge Manager

Company Description

Version 1 has celebrated 30 years in business and continues to be trusted by global brands to deliver technology and transformation solutions that drive customer success. Our deep expertise enables our customers to navigate the rapidly evolving technology landscape. We foster strong partnerships with global technology leaders including Microsoft, AWS, Oracle, Red Hat, OutSystems, Snowflake, ensuring that our customers are provided with the highest quality solutions and services.  

 We’re an award-winning employer reflecting how our employees are at the very heart of  what we do:  

• UK & Ireland's premier AWS, Microsoft & Oracle partner  

• 3300+ strong, €350/£300m revenue business  

• 10+ years as a Great Place to Work in Ireland & UK  

• Best Workplace for Women in the UK & Ireland by GPTW  

• Best Workplace for Wellbeing in the UK by GPTW  

We’re a core values driven company, we hire people who share our values, and we reward those who display and foster them, it’s deeply embedded within our DNA. Invest in us and we’ll invest in you!. 

Job Description

Our ASPIRE Global Service Centre is the central hub of our Service Management operations. Beyond a traditional Service Desk, it stands as the central authority and shared service delivery hub, orchestrating all operational workflows, processes, procedures, and tooling. It’s a core delivery component of the Version 1 ASPIRE Managed Services offering that places AI, continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on supporting self-service and automation, we utilise the best digital capabilities of the ServiceNow ITSM tooling product to provide the very best experience to our customers.

We are seeking an experienced and results-driven Knowledge Manager.

We are seeking a highly motivated individual, with a true customer-centric mindset to join our team as a Knowledge Manager. You will be responsible for the global IT Service Management (ITSM) Knowledge Management (KM) process framework that our Aspire Managed Service customers and Version 1 colleagues will leverage. You will ensure the continual service improvement (CSI) of Knowledge Management-related procedures, KPIs, policies, tooling, and documentation.

You will have a deep understanding of knowledge management practices and ensure the process of collecting, reviewing, approving, and grouping solution articles in the Knowledge Management System is performed effectively. 

Key Responsibilities:

• Design, build, deliver and improve Knowledge Management for the Version 1 business and its customers.
• Promote a culture of knowledge sharing within the Aspire Managed Service organisation.
• Define and maintain Version 1’s Knowledge Management standards.
• Assure the quality, currency, and adherence to standards of the material stored in the knowledgebase (KB)
• Integrate KM with our ITIL practices
• Maintain KB task queues, assuring those requests for new articles, article reviews and article retirements are being actioned in a timely manner, and that backlogs are kept to a level agreed with the business.
• Define industry standard KPIs that inform the Version 1 business of the success of the process, as well as show opportunities to improve the process.
• Deliver regular reporting and analysis of the Knowledge Management process.
• Train and educate Version 1 colleagues in the principles of KM and the standards that should be adhered to.
• Deliver excellent customer service and build strong relationships with end-users.
• Collaborate with other IT teams to address complex or recurring problems.
• Review and refine service desk documentation and processes regularly for efficiency and accuracy.
• Participate in ongoing training and development to stay current with IT trends and technologies.

Qualifications

• Minimum of 2-5 years of experience in IT Knowledge Management
• Experience with ITSM tools (e.g., ServiceNow).
• Knowledge of ITIL frameworks and best practices; ITIL v4 certification preferred.
• Strong communication, interpersonal, and problem-solving abilities.
• Customer-focused mindset
• Strategic thinking and decision-making.
• Ability to manage multiple priorities and meet deadlines.
• Adaptability to evolving technologies and processes.
• Strong analytical and reporting skills.
• Written and spoken English to native speaker standard
• Proficiency in the use of KM software
• Knowledge article and template authoring, review and editing

Additional Information

Why Version 1?  

At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their wellbeing, professional growth, and financial stability. 

• Share in our success with our Quarterly Performance-Related Profit Share Scheme, where employees collectively benefit from a share of our company's profits 
• Strong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme 
• Flexible/remote working, Version 1 is tremendously understanding of life events and people’s individual circumstances and offer flexibility to help achieve a healthy work life balance 
• Financial Wellbeing initiatives including; Version 1 Pension with a 5% employee-matched contribution, Private Healthcare Cover, Life Assurance, Financial advice and an Employee Discount scheme 
• Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme and much more.  
• 24 days holiday allowance plus Public Holidays, enhanced maternity/paternity leave, marriage/civil partnership leave and special leave policies 
• Educational assistance, incentivised certifications, and accreditations, including AWS, Microsoft, Oracle, and Red Hat 
• Reward schemes including Version 1’s Annual Excellence Awards & quarterly Star Awards. 
• Environment, Social and Community First initiatives allow you to get involved in local fundraising and development opportunities as part of fostering our diversity, inclusion and belonging schemes. 

And many more exciting benefits… drop us a note to find out more. 

Version 1 is an equal opportunities employer 

We are committed to building a diverse, inclusive and respectful workplace where everyone feels valued and able to thrive. We welcome applications from people of all backgrounds, identities and lived experiences, and we value the different perspectives people bring including those shaped by disability and neurodiversity. 

We want every candidate to have a positive and accessible recruitment experience. If you need reasonable adjustments at any stage of the process, please contact the recruiter at Kunal.gouri@Version1.com . We will consider all requests carefully, respectfully and confidentially.

#LI-KG1 #LI-Hybrid

Video links:  

https://www.youtube.com/watch?v=F_d3ELTH5zo