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Senior Technical Associate, Knowledge Management

  • Job reference DST/TP/17447/11061
  • Job type Full Time
  • Sector Administration and Operations
  • Location Basildon
This vacancy has now expired.


  • Ensure the Knowledge Base and Procedures systems are kept up to date with the most current information available
  • Develop and maintain Nelly & KANA Response
  • Ensure all work processed is completed accurately and of a high quality standard

Ensure Knowledge Management team best practices are followed at all times to ensure consistency


  • Salary based on experience and in line with the ACE salary progression scheme
  • 20 Days holiday (Pro-Rata and increasing by 1 day for every year's service up to a maximum of 25 days)
  • 6% non-contributory pension scheme
  • Life Assurance (4 x salary)
  • Single person healthcare
  • Flex benefits scheme

Main Responsibilities

  • Liaise with other business areas to gather up to date information
  • Support all business streams in the development of new Knowledge Management solutions
  • Work collaboratively with team members to ensure timely completion of work
  • Point of reference / subject matter expert for any system related issues on KANA IQ, Response and Nelly

To carry out any other duties which are within the employee's skills and abilities whenever reasonably instructed.

Ideal Candidate


  • You will have experience in a customer driven environment and a passion for delivering high quality communications.
  • You will enjoy finding creative solutions to problems and have a commitment to service delivery.
  • The ability to meet strict deadlines and prioritise varying workloads is essential.
  • Good working knowledge of MS Office packages is essential.
  • Previous experience or an interest in the investment industry is essential in order to gain a thorough understanding of our products and services.
  • Minimum entry requirement GCSE Mathematics and English Language Grade C or above or experience in a similar role.
  • Good verbal reasoning and numeric skills


  • Advanced user knowledge of KANA IQ and Response systems
  • Functional knowledge of KANA templates and technical support functions
  • Functional knowledge of the KANA Reports system
  • Good knowledge of HTML, including CSS sheets, able to build and maintain all micro sites
  • Good level of knowledge or working towards learning other languages:
  1. JAVA
  2. SQL

NANorth America
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EMEAEurope, The Middle East & Africa

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