Company Description

The British Airways (BA) IT Operations Team is part of BA Digital within the International Airlines Group (IAG), one of the world’s leading airline groups and owner of some of the biggest brands in the sky.

Our vision is to become the most trusted digital airline. We seek to delight our customers, enable our colleagues, accelerate business performance, increase shareholder value, and protect our business through the innovative and agile use of technology and data.

To harness our full potential across our customer, operational and colleague journeys, as well as our enabling domains, platforms and programmes, we are changing our ways of working and transitioning into a product-led organisation at scale.

Together we are building a better BA (British Airways).

Job Description

Purpose of the role

• To gather, analyse, store and share organisational knowledge in the KMS (Knowledge Management Systems)
• Identify knowledge gaps and create service improvements as appropriate.
• To gather, analyse, store and share knowledge and information for Operations and Infrastructure, improving efficiency and lowering cost by reducing the need to rediscover knowledge.
• To provide the process of collecting, reviewing, approving, and grouping solution articles in the knowledge base.

Accountabilities

Working in partnership with BA Digital and the business to:

• Ensure solution articles are clearly documented in the agreed repository and available for support teams.
• Deliver the polices to support knowledge article creation, publishing, and approval.
• Provide KPI reports and data analysis of the knowledge articles, hit rates, customer satisfaction, and compliance to policy
• Recognise patterns and trends in recurring incidents and feed into CSIs.
• Provide input to audit requests as appropriate.
• Ensure the KMS content is relevant and current, measuring the effectiveness of the content.
• Deliver on a number of projects, the breadth and complexity of which will vary depending on experience.

This role may require travel and working from multiple sites/locations. Willing and able to travel to participate in meetings, workshops, and other related activitie

Qualifications

• Educated to degree level or equivalent experience
• ITIL Foundation

Skills

• Embracing and managing both business and IT change as necessary to help shape future direction
• Forming strong stakeholder relationships, with a proven ability of influencing and persuading internally and externally
• Effective senior stakeholder management, balancing and finding compromises between opposing views and opinions
• Business partnering, working as a valued partner with senior stakeholders across a diverse operation, delivering a value-added service to business customers.
• Demonstrates and applies a good understanding of third-party supplier management principles.
• Clear decision-making ability with the ability to judge situations and assess when to escalate issues
• Identifies and contributes to the continual improvement of configuration capability across the organisation.
• Ability to work under pressure
• Fluent written and spoken English.

Experience

• Proven track record of successfully supporting a Configuration Management service, in a complex organisation.
• Experience of working with Managed Service Providers and with Outsourced IT models.
• Experience of delivering change and supporting a robust and accurate service.
• Experience of challenging, identifying and delivering process improvements
• Experience of operating across multiple countries and cultures is desirable, but not essential.