Knowledge Coordinator

Serco
Liverpool
Workplace: HybridFull timeGBP 25,000 - 30,000 annuallyFunction: Executive & General ManagementSkills: ["Communication","Continuous improvement","Stakeholder collaboration","Analytical thinking","Documentation","Change management"]

Drive knowledge management for MyHR by improving how information is captured, governed, and shared. Report into the Knowledge Manager while coordinating day-to-day knowledge activities, leading process and knowledge change embedded across People & Culture. Use Lean and process mapping to simplify workflows, create and govern knowledge content in ServiceNow and other platforms, facilitate workshops, and measure impact via KPIs such as self-service adoption and case reduction.

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FursaFursa
Serco
Serco
1 day ago

Knowledge Coordinator

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live
Reposted: similar role first listed 3 weeks ago

Job Summary

Drive knowledge management for MyHR by improving how information is captured, governed, and shared. Report into the Knowledge Manager while coordinating day-to-day knowledge activities, leading process and knowledge change embedded across People & Culture. Use Lean and process mapping to simplify workflows, create and govern knowledge content in ServiceNow and other platforms, facilitate workshops, and measure impact via KPIs such as self-service adoption and case reduction.
Location: Liverpool
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Executive & General Management
Seniority: Mid level

Key Responsibilities

  • •Support the development and governance of knowledge management across MyHR.
  • •Lead process improvement initiatives using Lean and process mapping.
  • •Create, review, and govern knowledge content to keep it accurate and easy to find.
  • •Translate process changes into clear guidance and knowledge articles across ServiceNow and other platforms.
  • •Monitor effectiveness using KPIs (e.g., self-service adoption, case reduction, resolution times) and ensure governance readiness.

Pay and Benefits

Salary: GBP 25,000 - 30,000 annually
Perks:Annual LeavePensionFlexible Working

Key Requirements

  • •Experience coordinating or delivering knowledge management, continuous improvement, or business change initiatives.
  • •Strong process improvement skills, including process mapping (As-Is/To-Be) and identifying efficiencies.
  • •Excellent written communication to produce clear, user-focused documentation.
  • •Strong analytical skills, using data to identify improvement opportunities.
  • •Experience planning and implementing change across operational teams.
Experience:HRShared services
Skills:CommunicationContinuous improvementStakeholder collaborationAnalytical thinkingDocumentationChange management
Tech Stack:Microsoft 365ServiceNowCRM platformsLeanProcess mappingKnowledge-Centred Service (KCS)

Company Brief

Serco
Provides public services across defence, transport, health, justice, immigration and citizen services, delivering operations, consultancy and managed services to governments and commercial clients worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Hook, United Kingdom
Founded: 1929
WebsiteLinkedIn