About this role
The Knowledge Management Specialist is a subject matter expert for the organisation’s Knowledge Management (KM) platforms, supporting the Knowledge Management Product Owner in ensuring that all platform changes and deliveries are fit for purpose, technically sound, and aligned to business requirements.
The role focuses on platform capability, integrations, and operational enablement, working closely with Vendors, Channel Operations (ChOps), and internal/external delivery teams.
What You'll Do:
Knowledge Management Subject Matter Expertise
Act as a Knowledge Management SME, for YEXT & SCIO Contact Centre KM tools providing expert input into platform capabilities, integrations, and usage across channels.Support the Product Owner by validating that proposed solutions and deliveries are fit for purpose and meet business and operational needs.Provide input into solution design, configuration, and impact assessments.Delivery & Requirements Support
Take delegated duties from the Product Owner to support the delivery of business requirements.Work with internal teams and external partners to ensure requirements are implemented correctly and consistently.Validate solutions against agreed requirements, use cases, and operational expectations.Integration & Systems Collaboration
Work with teams inside Channel Operations (ChOps) and external technology teams to ensure effective integration between Knowledge Management platforms and CRM / Contact Centre tooling.Support testing, validation, and issue resolution for KM‑related integrations.Identify and raise risks, dependencies, and improvement opportunities.Support investigation and resolution of KM platform issues, working with technical teams and vendors to identify root causes and ensure sustainable fixesVendor & Stakeholder Interface
Interface directly with vendors, supporting requirement clarification, solution validation, and delivery assurance.Act as a knowledgeable point of contact for Channel Operations and other stakeholders regarding KM platform functionality and behaviour.Support vendor performance by ensuring solutions meet agreed standards and expectations.Governance & Quality Assurance
Ensure KM platform changes align with agreed standards, architectural principles, and operational needs.Support functional and technical sign‑off activities as delegated by the Product Owner.Contribute to continuous improvement of KM platform usage and effectiveness. Strong experience working with Knowledge Management platforms in a Contact Centre or enterprise environmentSolid understanding of CRM, Contact Centre, and knowledge integrationsExperience supporting business requirements delivery in a systems or product environmentAbility to work effectively with vendors and cross‑functional teamsStrong analytical skills and attention to detailConfident communicator with the ability to explain technical concepts to non‑technical stakeholders Need to know
We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.
We believe everyone should have the opportunity to interview for a role that matches their skills. In collaboration with our Talent, Diversity & Inclusion teams and our employee-led DEI Networks, we identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please contact your recruiter directly or email [email protected] for guidance.
We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements.
During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.
Need to know
We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.
We believe everyone should have the opportunity to interview for a role that matches their skills. In collaboration with our Talent, Diversity & Inclusion teams and our employee-led DEI Networks, we identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please contact your recruiter directly or email [email protected] for guidance.
We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements.
During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.
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