Knowledge Administrator

Job Description

Job Title: Knowledge Administrator

Location: Preston. We offer a range of hybrid and flexible working arrangements – please speak to your recruiter about the options for this particular role.

Salary: £26,000

What you’ll be doing:

• Review and edit self-help articles authored by back-office teams to ensure adherence to style, tone, and formatting guidelines
• Conduct regular reviews of existing articles to ensure accuracy, relevance, and currency
• Identify and rectify inconsistencies, errors, and outdated information within the knowledge base
• Collaborate with the ESC Operations Team to analyse contact drivers and identify knowledge gaps or areas for improvement
• Work with back-office teams to develop and author new self-help articles to address identified gaps
• Utilise the ServiceNow platform to manage and maintain the knowledge base

Your skills and experiences:

Essential:

• Meticulous attention to detail and ability to identify and correct errors in grammar, spelling, and style
• Able to organise, categorise, and manage large volumes of information
• Knowledge of analysing data and identifying trends related to knowledge base usage and contact drivers
• Ability to work effectively with cross-functional teams and communicate clearly with stakeholders
• Know how to identify and resolve issues related to knowledge base content and usability

Desirable:

• Familiarity with the ServiceNow platform, particularly the Knowledge Management module

The Employee Service Centre Team:

The Employee Service Centre (ESC) Knowledge Administrator plays a crucial role in ensuring the effectiveness and accessibility of the Employee Service Centre (ESC) Portal’s self-help resources. This position is responsible for maintaining and reviewing a comprehensive library of knowledge articles on the ServiceNow platform, focusing on clarity, consistency, and user-friendliness.

You will act as the final gatekeeper for self-help content, ensuring it aligns with established guidelines, avoids jargon, and empowers employees to find answers to questions independently. By analysing contact drivers into the ESC Operations and collaborating with back-office teams, you will contribute to a continuously improving knowledge base that reduces the need for direct advisor support.

Why BAE Systems?

This is a place where you’ll be able to make a real difference. You’ll be part of an inclusive culture that values diversity, rewards integrity, and merit, and where you’ll be empowered to fulfil your potential. We welcome candidates from all backgrounds and particularly from sections of the community who are currently underrepresented within our industry, including women, ethnic minorities, people with disabilities and LGBTQ+ individuals. We also want to make sure that our recruitment processes are as inclusive as possible. If you have a disability or health condition (for example dyslexia, autism, an anxiety disorder etc.) that may affect your performance in certain assessment types, please speak to your recruiter about potential reasonable adjustments.

Please be aware that many roles at BAE Systems are subject to both security and export control restrictions. These restrictions mean that factors such as your nationality, any nationalities you may have previously held, and your place of birth can restrict the roles you are eligible to perform within the organisation.

All applicants must as a minimum achieve Baseline Personnel Security Standard. Many roles also require higher levels of National Security Vetting where applicants must typically have 5 to 10 years of continuous residency in the UK depending on the vetting level required for the role, to allow for meaningful security vetting checks.

Closing Date: 11th April 2025

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

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