We are looking for a dynamic and detail-oriented  individual to manage the iSolutions self-service portal, which includes the Knowledge Base and  several self-service forms. This role is crucial in ensuring that staff and students have seamless online access to self-service support materials for all iSolutions systems and services.

About the Role

This role is pivotal in ensuring that our Knowledge Base is comprehensive, user-friendly, and continuously updated. You will have a crucial role in meeting the evolving needs of our university community.

You will be part of a brand-new team and service. We are committed to shaping the delivery of our customer IT support services within an ITIL-based environment using our ServiceNow platform. 

What you’ll do

You will be working closely with Service Owners and Support Teams to maximise the value and use of the Knowledge Base. You will promote its awareness and use and review all associated processes and procedures:

• Producing / coordinating the production of new articles and forms
• Keeping the existing articles and forms relevant and up to date
• Continually improving the portal and knowledge service making use of new technologies as they arise
• You will have an active role in making recommendations and implementing the agreed changes.
• You will enjoy being an active member of a busy, dynamic and exciting department. You will be committed to keeping extremely high standards and achieving tight deadlines with high levels of stakeholder satisfaction.

What you’ll bring

• Strong skills in identifying, engaging, and managing relationships with various stakeholders.
• Excellent verbal and written communication skills to effectively convey information and collaborate with diverse teams and customers.
• Ability to analyse requirements, identify gaps, and propose effective solutions.
• Strong organisational skills to manage multiple tasks and priorities efficiently.
• Meticulous attention to detail to ensure the accuracy and effectiveness of the Knowledge Base.
• Proactive in identifying issues and implementing solutions to improve processes and services.
• Familiarity with digital information services and service management tools.
• Knowledge of best practices in service management, including ITIL (Information Technology Infrastructure Library) or similar frameworks.
• Experience in creating and maintaining comprehensive documentation, including Knowledge Base articles or similar resources.

The University of Southampton is a research-driven institution, home to some of the world’s leading minds, expanding our knowledge and passing it on to future generations. iSolutions is the University’s IT support service whose 230+ staff support the delivery of the University’s research and education activities as well as the usual business operations. We would love you to join us and help change the world for the better.

The University of Southampton promotes a healthy work life balance with generous holiday allowance (20+ days), defined benefit pension, flexi-time and flexible working, generous parental leave and childcare provision. For more information on our benefits, please visit our human resources pages.