Technology Quality & Knowledge Lead

This role combines responsibilities for ensuring the quality of IT ticketing processes and managing organizational knowledge effectively This role sits in our Service Delivery team as part of the wider Operations area.

Responsibilities:

• Ticket Quality Assurance: Monitor and evaluate IT tickets to ensure they meet quality standards, including accuracy, completeness, and timeliness
• Knowledge Management: Develop, maintain, and improve a centralized knowledge base for IT processes, ensuring accessibility and usability for team members
• Process Optimization: Identify inefficiencies in ticketing workflows and implement improvements to enhance service delivery
• Training and Support: Provide training to IT staff on best practices for ticket management and knowledge sharing
• Reporting and Analysis: Generate reports on ticketing performance metrics and analyse trends to improve overall IT service quality
• Collaboration: Work closely with IT teams and stakeholders to address recurring issues and enhance user satisfaction

Ticket Quality Accountabilities:

• Monitoring and Evaluation: Regularly review IT tickets to ensure they meet quality standards, including accuracy, completeness, and proper categorization
• Standardization: Establish and enforce guidelines for ticket creation, prioritization, and resolution to maintain consistency
• Root Cause Analysis: Identify recurring issues through ticket trends and collaborate with teams to address underlying problems
• Escalation Management: Ensure proper escalation protocols are followed for unresolved or critical tickets
• Performance Metrics: Track and report on ticket quality metrics, such as resolution time, first-call resolution rate, and customer satisfaction

Knowledge Management Accountabilities:

• Knowledge Base Development: Create and maintain a centralized repository of IT processes, solutions, and best practices
• Accessibility: Ensure the knowledge base is user-friendly and accessible to all relevant stakeholders
• Content Accuracy: Regularly update knowledge articles to reflect changes in IT systems or processes
• Training and Awareness: Conduct training sessions to promote effective use of the knowledge base among IT staff
• Feedback Integration: Gather feedback from users to improve the quality and relevance of knowledge resources

Required skills & experience:

Technical Skills:

• Ticketing Systems Expertise: Proficiency in tools like ServiceNow, Jira, or Zendesk
• Knowledge Management Tools: Familiarity with platforms for creating and maintaining knowledge bases
• ITIL Framework: Understanding of ITIL processes, including incident, problem, and change management
• Experience with PowerBI, Visio

Analytical Skills:

• Data Analysis: Ability to analyze ticket trends and performance metrics to identify areas for improvement
• Root Cause Analysis: Skill in identifying underlying issues and implementing long-term solutions

Communication Skills:

• Clear Documentation: Writing concise and user-friendly knowledge articles
• Stakeholder Communication: Effectively conveying insights and recommendations to technical and non-technical audiences

Leadership Skills:

• Team Training: Guiding IT staff on best practices for ticket management and knowledge sharing
• Collaboration: Working with cross-functional teams to improve service quality

Problem-Solving Skills:

• Process Optimization: Identifying inefficiencies in ticketing workflows and implementing improvements
• Adaptability: Quickly addressing new challenges and evolving IT needs

What we offer:

• Attractive Salary
• Discretionary Annual Bonus
• Up to 5% matched pension contribution
• 4x annual salary life assurance
• 25 days annual leave plus bank holidays
• Salary Sacrifice Car Scheme
• Employee discounts through Edenred
• Eyecare Vouchers
• Cycle to work scheme
• Employee Assistance Programme

This role is based full time in our Jarrow office.

Essentra plc is a leading global provider of essential components and solutions, focusing on the manufacture and distribution of plastic injection moulded, vinyl dip moulded and metal items.

Headquartered in the UK, Essentra's global network extends to 28 countries worldwide and includes over 3,000 employees, 14 manufacturing facilities, 24 distribution centres and 33 sales & service centres serving c.74,000 customers with a rapid supply of low cost but essential products for a variety of applications in industries such as equipment manufacturing, automotive, fabrication, electronics, medical and renewable energy.

At Essentra we are ideally looking for individuals who enjoy working as part of a close team, are passionate about what they do and who strive to make a difference. We are always looking to better ourselves and are keen to recruit individuals who like to innovate and improve processes.

As part of our recruitment process you will be required to provide evidence of your right to work in the UK. Documentary evidence will be requested at interview.