Incident & Analyst

About the job you’re considering

The SIAM Incident and Knowledge Analyst is accountable for coordinating and supporting Incident Management and Knowledge Management activities across a complex multi-supplier environment. The role is outcome-focused, ensuring incidents are managed effectively while knowledge articles are created, maintained, and shared to improve service resolution, user experience, and operational efficiency. The Incident and Knowledge Analyst will work closely with suppliers and internal teams to monitor incident performance, support knowledge governance, and ensure compliance with agreed processes, standards, and service commitments.

Through effective collaboration, data analysis, knowledge sharing, and continual improvement, the role contributes to improved service stability, faster incident resolution, enhanced self-service capabilities, and the delivery of measurable business value.

The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

Coordinate and support Incident Management and Knowledge Management processes across a multi-supplier service environment, ensuring effective incident resolution and the availability of accurate, reusable knowledge.

Work closely with suppliers and service teams to identify, create, review, and maintain knowledge articles, known errors, workarounds, and support documentation.

Monitor incident trends and recurring issues, identifying opportunities to improve knowledge content, reduce resolution times, and enhance first-time fix rates.

Ensure knowledge records meet agreed quality standards, governance requirements, and are regularly reviewed for accuracy, relevance, and effectiveness.

Produce incident and knowledge management reporting, analysing performance metrics and providing insights to support service improvement and decision-making.

Support continual improvement initiatives by promoting knowledge sharing, increasing self-service capabilities, and driving actions that improve service stability, operational efficiency, and user experience.

You can bring your whole self to work. At Capgemini, striving for equity, diversity and inclusion is part of everyday life, and will be part of your working reality. We have built an inclusive and welcoming environment, for everyone.

• Experience in Incident Management, Knowledge Management, Service Management, or Service Integration within complex multi-supplier IT environments.
• Strong understanding of SIAM principles, supplier governance, and the coordination of services across multiple suppliers and support teams.
• Knowledge of ITSM best practices, including Incident, Knowledge, Problem, Service Level, and Supplier Management, with a good understanding of ITIL frameworks.
• Experience analysing incident trends, recurring issues, and knowledge usage metrics to identify opportunities for service improvement and increased operational efficiency.
• Strong analytical, organisational, and communication skills, with the ability to create and maintain high-quality knowledge articles, support documentation, and management information.
• Excellent stakeholder management skills, with the ability to collaborate effectively with suppliers, technical teams, service desk functions, and business stakeholders to improve service performance, knowledge sharing, and user experience.

Capgemini is proud to be a Disability Confident Employer (Level
2) under the UK Government’s Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:

Declare they have a disability, andMeet the minimum essential criteria for the role.

Please opt in during the application process.

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance. To obtain SC clearance, the successful applicant must have resided continuously within…