About the role
The IT Knowledge Analyst is responsible for managing and maintaining the Known Error Database (KEDB) to enable rapid incident resolution and organizational learning. This role ensures that known errors are accurately documented, searchable, and integrated into operational workflows. The IT Knowledge Analyst also monitors KEDB effectiveness and drives improvements in usability and governance.
BankingOnsite
Key Responsibilities
- Own day-to-day maintenance of KEDB entries, ensuring completeness and accuracy of symptoms, impacted services, root causes, workarounds, and permanent fix status.
- Validate and update entries based on RCA outputs and remediation progress.
- Ensure KEDB is integrated with Incident Management workflows for quick search and application by Service Desk and Technology Command Centre.
- Monitor KEDB effectiveness (search success rate, usage metrics) and recommend enhancements to improve adoption and impact.
- Enforce standards for KEDB taxonomy, templates, metadata, and version control.
- Conduct periodic reviews to ensure entries remain current and actionable.
Requirements
- Bachelor's degree in IT or related field.
- At least 5 years in IT Service Management or operations.
- Experience with knowledge or database management preferred.
- Familiarity with ITIL practices (Incident, Problem, Change, Knowledge).
- ITIL v4 certification is an advantage.
- Strong attention to detail, documentation skills, and ability to enforce governance standards.