Problem & Knowledge Hub Advisor

Team / Directorate:  ICT, Finance & Corporate Services

Starting salary:  £36,246 rising to £39,942 per annum through annual increments being paid each year (pro rata for part time applicants)

Contract type: Permanent

Work pattern: Full time, 37 hours per week (Part time, annualised hours, compressed hours or term time working considered - discussions at interview stage welcome)

Interview date: 26 May 2025

Post number: 203402

The role

To provide the Problem and Knowledge management for the DDaT Service Desk to ensure the delivery of first line and second line support as a single point of contact for NRW staff experiencing a range of technical problems.  To own and oversee the ITIL Problem and knowledge Management process.

As an organisation we support flexible working. You will be contracted to the nearest NRW office to your home and a suitable hybrid working pattern will be agreed on appointment. Any regular face to face meetings or training will be planned in advance.

To make an informal enquiry about this role, please contact Evan Quick at evan.quick@cyfoethnaturiolcymru.gov.uk

Interviews will be conducted via Microsoft Teams.

Successful external applicants will be subject to a satisfactory Disclosure and Barring Service Check (DBS) check. We aim to make offers of appointment within 4 to 8 weeks of the closing date.

What you will do

• Act as duty incident manager.
• Handle operational escalation from Service Desk Analysts on the Service Desk liaising with Team Leader.
• Working with Service Desk and advising Service Desk Analysts, to identify potential problems and create and update knowledge articles.
• Provide Statistical information on Problem and Knowledge Management to Senior Management.
• Maintain a strong relationship with the DDaT Service Desk Team Leader to identify problems and share/create knowledge for the DDaT Department. . 
• Decide what Incidents go forward into Problem Management process.
• Using Knowledge Management work closely with the DDaT Service Desk Team Leader to train and mentor Service Desk Analysts, Trainees and Apprentices and support their learning and development.
• Ensure Desk Analysts take responsibility for adding to and owning information within the Service Desk knowledge base.
• Take responsibility for analysis of management information to identify required Knowledge articles and route cause analysis.
• Owning the ITIL Knowledge management process, analysing management information to identify any required Knowledge articles or updates to Knowledge articles. Identify any trends that may suggest underlying gaps in Knowledge and suggest any training or documentation issues resulting in multiple problems and/ or calls to the service desk. Once such an issue has been identified, bringing together the team to find a resolution, escalating to the Senior service manager if required.
• Work with the Senior Service Manager and other areas within DDaT to create customer knowledge articles as well as articles for DDaT Teams. Develop the Service Management tool accordingly. Take a lead in the development of and DDaT WIKI and the Knowledge within the Service Management Tool.
• Undertake health and safety duties and responsibilities appropriate to the post
• Be committed to Natural Resources Wales Equal Opportunities and Diversity Policy, together with an understanding of how it operates within the responsibilities of the post
• Be committed to your own development through the effective use of your personal development plan (known as Sgwrs).
• Any other reasonable duties requested commensurate with the grade of this role.

Your qualifications, experience, knowledge and skills

In your application and interview you will be asked to demonstrate the following skills and experience using the STAR method.

1. High level of technical expertise and skills including detailed knowledge of desktop technology and holding the following certifications/qualifications or be working towards them:
2. ITIL Foundation certified and having worked in an ITIL environment.
   Degree in DDaT based discipline, or equivalent.
3. Good verbal and written communication skills, comfortable and confident in dealing with challenging situations/individuals and a clear commitment to delivering excellent customer service and user’s experience.  Proven ability to work collaboratively in a team and build relationships.
4. Ability to analyse complex technical issues and requests, learning new systems quickly and helping others to do the same
5. Understanding of  Incident Management, Knowledge and Problem Management
6. Knowledge of Project Management techniques and processes and experience of managing an ITIL process.
7. Ability to work within a high-pressure environment, to proactively plan and co-ordinate resources in order to achieve results within agreed timescales and with a flexible approach to working, prioritising as and when high priority problems and requests arrive at the DDaT Service Desk.

Work Pattern - You will need to work as part of a flexible shift pattern to cover service hours of 8am to 6pm.  There are also requirements for weekend working when required to meet the business needs.  You will also work as an DDaT incident duty manager providing an ‘Out of Hours’ DDaT Service to an agreed level. 

Welsh language level requirements

• Essential:  A1 Entry level (able to use and understand simple, basic phrases and greetings, no conversational Welsh) previous Level 1 

Please note if you do not meet the A1 requirement i.e., ability to understand basic phrases and ability to pronounce Welsh names correctly, then NRW offers a variety of learning options and staff support to help you meet these minimal requirements during the course of your employment with us.

Benefits 

This role will offer a range of benefits, including:

• Civil Service Pension Scheme offering employer contributions of 28.97%
• 28 days annual leave, rising to 33 days
• generous leave entitlements for all your life needs
• commitment to professional development
• health and wellbeing benefits and support
• weekly wellbeing hour to use as you choose

See full details for all the employee benefits you will receive.

Please keep reading

If you think you have what it takes to do this role, but don’t necessarily meet every single point on the job description, please still get in touch and we will be happy to discuss the role with you in more detail.

We’re passionate about creating a diverse workforce and positively encourage applications from under-represented communities. We embrace equality of opportunity irrespective of disability, neurodivergence, ethnic origin, colour, nationality, gender expression and gender identity, marital status, sexual orientation, culture, or religion.   We put the principles of human rights, equality, fairness, dignity and respect at the heart of our values.

We are committed to equal opportunities and we guarantee interviews for candidates with disabilities who meet the minimum selection criteria.

We want to attract and retain talented and highly skilled staff, so we make sure that our pay scales remain competitive. We advertise the full pay scale on our job descriptions. Appointed candidates start at the first point of the pay scale and annual increments are paid each year.

We want our staff to grow professionally and personally. From leadership development to access to further and higher education courses, our staff have opportunities to expand their knowledge on variety of topics, stay current in their field and continue to learn as their career progresses.  

We are a Bilingual organisation which complies with the Welsh Language Standards.  Welsh language skills are considered an asset to NRW, and we encourage and support staff to learn, develop and use their Welsh language skills. 

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