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Application Analyst

Jefferson Wells
Job LocationLondon
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract , full-time

Job Description

Application AnalystLocation: London/RemoteDuration: 7 monthsRate: £411.60 a day inside IR35 - UmbrellaMust be able to obtain SC or BPSS at a minimumPrinciple AccountabilitysIncrease Sellafield user satisfaction:

  • Ensure the provision of consistent, proven resolutions via the Service Knowledge Management System (SKMS) that allow users to help themselves or understand how to get help
  • Ensure that the Knowledge system is well designed and user friendly, and accessible to Sellafield business users
  • Ensure that relevant, timely, and high-quality Knowledge articles are populated within the Knowledge system by Sellafield teams as well as the supply chain
Promote knowledge sharing across all levels of Sellafield and the supply chain:
  • Support communication activities to drive up usage of the Knowledge system
  • Monitor updates to Knowledge Articles, including comments and votes by end users and other knowledge participants
  • Pin and unpin important articles, for example articles related to changes being implemented
  • Identify, develop and monitor metrics for business value derived from the use of the Knowledge System (e.g. fewer service desk contacts or tickets for resolver teams)
  • Make the SKMS a valuable destination for Sellafield users on a regular basis to find useful Knowledge and updates
  • Utilise ServiceNow features to proactively identify knowledge gaps using machine learning
  • Work with Supply Chain Knowledge Managers to ensure they own and update relevant knowledge articles proactively
  • Enable boosts to Service Desk agent productivity by supporting the Supply Chain Service Desk provider in effectively utilising and updating Knowledge, for example by the use of in-context knowledge creation
  • Develop Knowledge harvesting and crowd-sourcing (feature/tool dependent)
General Duties
  • Define the overall structure of the SKMS including topics and categories, approvers, validators and submitters for Knowledge articles (such as Manager, Admin, Coach, Domain Experts, Contributors etc), and access controls (reading and contributing)
  • Administration and maintenance of SKMS including archiving and reviewing Knowledge Articles in line with agreed guidelines
  • Ensure the Knowledge Management Process is adhered across all SL resolver teams (via OLAs) and the supply chain (via SLAs and KPIs) and escalating to appropriate managers and service owners when process adherence and/or contractual obligations are not met;or celebrated/encouraged when they are
  • Review and approve changes to Knowledge articles (or appropriately delegate review and approval)
  • Compile and present Knowledge Management reports with Daily/Weekly/Monthly/Ad hoc reports as required
  • Support regular process audits to identify, register and implement process improvements.
If you feel you are a good fit for the role, please submit your CV in the first instance.

Keyskills :
Application AnalystKnowledge Manager/ITSM Knowledge Analyst

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