The University of Edinburgh
Knowledge Manager
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Job Description
UE07: £41,064 - £48,822 per annum (pro rata for part time staff)
Information Services Group / User Services Directorate / IT Services Team
Full time: 35 hours per week (working pattern is Monday – Friday - 09:00-17:00)
Fixed term: 12 months
Use your knowledge to drive change. Be part of something bigger.
Here at the University of Edinburgh you can continue to make a difference in everything around you.
- Take on new challenges, grow your career, be recognised for your contributions, and benefit from our commitment to your wellbeing.
Be part of something bigger — where your work has real impact and your development matters. There are so many reasons to take your next step with us.
The University of Edinburgh is a world-class organisation. We are a large University covering a wide range of activities. In Professional Services, we support the University’s research and teaching, offering many career and role specialisms.
People have always been at the heart of our work. Our people are at the centre of the University community and everything we do. We value colleagues with drive, determination and a passion for what they do. We are a place where everyone is welcome and offer a range of policies and benefits designed to support you in building the right meaningful flexibility that works for you.
The Opportunity
We’re looking for a Knowledge Manager to join our IT Services team who operate within the User Services Directorate as part of Operational Services. This is an exciting role central to the ongoing development of our Knowledge Management strategy for IT, Library and eLearning Services at the University of Edinburgh.
- Part of a small team you will be responsible for the development, implementation and continual improvement of our Knowledge Management processes and Self-Service tools including our AskEdHelp Service, a chatbot designed in-house to deliver Self Service support to our students.
- You will also work with other Subject Matter Experts to deliver advice and support for IT Service Management activities.
This is a great opportunity to be involved in shaping the next generation of support services at the University of Edinburgh by defining our Knowledge Management strategy and collaborating with colleagues to deliver cutting edge solutions enabling our users to get help in the way they want, when they want.
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The post holder will define the Knowledge Management strategy and lead the content design and development of services. They will create guidelines for what information is captured and by who, and they will monitor the process to ensure it is working effectively. The post holder will provide analytical insights, identify trends and use this information to drive service improvement.
They will be responsible for the Knowledge Management toolset and ensure it meets the strategic aims of the University. They will recommend and assist in the development of new knowledge tools that enhance the user experience including our chatbots and knowledgebase content management.
A career with us has a range of other benefits that can be tailored to your lifestyle:
- Opportunities to develop new skills and broaden your experience
- Flexible/hybrid where the roles allow
- Variety every day
- Excellent benefits and support
This post is full time (35 hours per week) and is a hybrid role with some time (currently a minimum of one day a week) working on campus at our Forrest Hill or Main Library locations, and the remainder of time working from home.
How to apply
Please Include The Following Documents In Your Application
- CV
- Cover letter
Applications by CV only may not be considered.
As a valued member of our team, you can expect:
- A competitive salary.
- An exciting, positive, creative, challenging and rewarding place to work.
- To be part of a diverse and vibrant international community.
- Comprehensive Staff Benefits, including generous annual leave entitlement, a defined benefits pension scheme, a wide range of staff discounts, family-friendly initiatives, and flexible work options. Check out the full list on our staff benefits page (opens in a new tab) and use our reward calculator to discover the value of your pay and benefits.
Championing equality, diversity, and inclusion
The University of Edinburgh holds a Silver Athena SWAN award in recognition of our commitment to advance gender equality in higher education. We are members of the Race Equality Charter, and we are also a Stonewall Proud Employer, actively promoting LGBTQ+ equality.
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Prior to any employment commencing with the University, you will be required to evidence your right to work in the UK. Further information is available on our right to work webpages (opens new browser tab)
On this occasion the University will not consider applicants requiring sponsorship for this role. International workers will therefore only be able to take up this role if they can demonstrate an alternative right to work in the UK.
Key dates to note
The closing date for applications is 8 September 2026.
Unless stated otherwise the closing time for applications is 11:59pm UK time. If you are applying outside the UK the closing time on our adverts automatically adjusts to your browsers local time zone.
About Us
As a world-leading research-intensive University, we are here to address tomorrow’s greatest challenges. Between now and 2030 we will do that with a values-led approach to teaching, research and innovation, and through the strength of our relationships, both locally and globally.
About The Team
The User Services Division (USD) is the largest of the divisions in Information Services and comprises six service sections, namely:
- Help Services providing frontline help across all IS-managed services at the Main Library and Site libraries.
- Operational Services running the IS Helpline for all IS-managed services and providing expert IT support and service delivery on desktop and personal computing.
- Library Academic Support, responsible for advice and consultancy on all library services and providing regular liaison and review with each of the Schools.
- IT Consultancy, responsible for advice and consultancy on all IT services and providing regular liaison and review with each of the Schools.
- Relationship Management, responsible for maintaining an ongoing level of engagement between the University community and Information Services Group (ISG) on all IT services with regular liaison and review with each of the Schools/Units.
For further information about the User Services Division visit the User Services Division webpages (Opens new browser tab).
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