Part of a small team you will be responsible for the development, implementation and continual improvement of our Knowledge Management processes and Self-Service tools including our AskEdHelp Service, a chatbot designed inhouse to deliver Self Service support to our students. You will also work with other Subject Matter Experts to deliver advice and support for IT Service Management activities.
This is a great opportunity to be involved in shaping the next generation of support services at the University of Edinburgh by defining our Knowledge Management strategy and collaborating with colleagues to deliver cutting edge solutions enabling our users to get help in the way they want, when they want.
The post holder will define the Knowledge Management strategy and lead the content design and development of services. They will create guidelines for what information is captured and by who, and they will monitor the process to ensure it is working effectively. The post holder will provide analytical insights, identify trends and use this information to drive service improvement.
They will be responsible for the Knowledge Management toolset and ensure it meets the strategic aims of the University. They will recommend and assist in the development of new knowledge tools that enhance the user experience including our chatbots and knowledgebase content management.
A career with us has a range of other benefits that can be tailored to your lifestyle:
- Opportunities to develop new skills and broaden your experience
- Flexible/hybrid where the roles allow
- Variety every day
- Excellent benefits and support
£41,064 to £48,822 per annum (pro rata for part time staff) (Grade 7)
