IT Knowledge Developer

Kingfisher•Lower Southampton Township, PA

2d•Hybrid

About The Position

We’re Kingfisher, A team made up of over 74,000 passionate people who bring Kingfisher - and all our other brands: B&Q, Screwfix, Brico Depot, Castorama and Koctas - to life. That’s right, we’re big, but we have ambitions to become even bigger and even better. We want to become the leading home improvement company and grow the largest community of home improvers in the world. And that’s where you come in. At Kingfisher our customers come from all walks of life, and so do we. We want to ensure that all colleagues, future colleagues, and applicants to Kingfisher are treated equally regardless of age, gender, marital or civil partnership status, colour, ethnic or national origin, culture, religious belief, philosophical belief, political opinion, disability, gender identity, gender expression or sexual orientation. We are open to flexible and agile working, both of hours and location. Therefore, we offer colleagues a blend of working from home and our offices, located in London, Southampton & Yeovil. Talk to us about how we can best support you! We have a brand new opportunity for an IT Knowledge Developer to join us. In this role, you’ll play a key role in making IT support simple, clear and accessible for everyone. By creating high‑quality knowledge content and improving how information is shared, you’ll help colleagues resolve issues faster and have a better everyday experience with IT. This role will be based at our B&Q Head Office just outside Southampton, with an expectation of 12 days a month in the office.

Requirements

Practical experience in a Knowledge Management or knowledge content role within an IT environment.
Strong written communication skills, with the ability to turn technical detail into clear, accessible content.
Confidence working with stakeholders and managing knowledge processes end‑to-end.
An analytical mindset, using data and feedback to improve content and user experience.
A broad technical understanding, including awareness of how AI can support Knowledge Management.
Be Customer Focused – constantly improving our customers’ experience
I listen to my customers
I use available data to help make decisions
Be Human – acting with humanity and care
I do the right thing
I am respectful
Be Curious – thrive on learning, thinking beyond the obvious
I build and share new ideas
I try new things and share my learnings
Be Agile – working with trust, pace and agility
I have courage to be creative
Done is better than perfect, I aim for 80/20
Be Inclusive – acting inclusively in diverse teams to work together
I embrace allyship
I have self-awareness and a desire to learn
Be Accountable – championing the plan to deliver results and growth
I own my actions
I understand the Kingfisher plan and how it relates to my role

Responsibilities

Create, structure and maintain clear, user‑friendly IT knowledge articles, FAQs and guidance within the Knowledge Management System.
Translate complex technical information into concise content that works for self‑service tools, IT colleagues and virtual agent solutions.
Review and improve existing knowledge to ensure it stays accurate, relevant and easy to use.
Own and improve the IT Knowledge Management process, including governance, version control and quality standards.
Use feedback, usage data and analytics to continuously improve content and knowledge effectiveness.
Work closely with IT teams and subject matter experts to capture solutions, processes and recurring incident knowledge.
Support adoption of the knowledge base by promoting best practice and training colleagues across IT teams.

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