knowledge manager in Ryde

posted
contact
katie frost, randstad
job type
temporary
apply now

job details

posted
location
ryde, new south wales
specialism
IT & ICT
job type
temporary
working hours
Full-Time
experience
3 years
reference number
90M0375092_1549407556
contact
katie frost, randstad
apply now
Apply with

job description

IT Service Desk – Knowledge Manager
Our client is embarking on a program to transform their IT client contact experience, including selfhelp
and a knowledge-centred approach to supporting staff and students.
The Knowledge Manager will be responsible, as part of the Service Desk team, for the
management of the knowledge base of client-facing self-help articles along with technical
articles to increase client satisfaction, along with improving our support capability.

Responsibilities include:
• Apply Knowledge Centred Design (KCS) principles to the Knowledge Management
process.
• Coordinate day-to-day execution of the Knowledge Management process ensuring
teams are following defined process.
• Identify measurements and targets for Knowledge Management that can be used to
improve efficiency and effectiveness of the knowledge base.
• Work with cross-functional areas, IT generalists and specialists to identify and
generate technical and client-facing Knowledge documentation.
• Encourage the adoption of the ServiceNow knowledge base across the Macquarie
University community.
• Ensure Knowledge documents are quality reviewed for technical and written content
ensuring they meet guidelines.
• Experience in the creation of document metadata to ensure targeted search results
and the future application of virtual chat and machine learning.
• Identify and implement changes to the Knowledge Management process
• Ensure that the standards and procedures are being followed and report exceptions.
• Transfer, including validation, of existing knowledge base documents, from existing
repositories to our ServiceNow knowledge base.
• Communicate new and amended Knowledge Management documents.
• Validate knowledge sources, categories, items, reports and so forth to ensure
documents are relevant and can build business value.
• Perform any other duties as required and as appropriate for the incumbent’s HEW
level.

Experience Required:
• Proven experience evolving a client-focused Knowledge Management approach
• Experience in best practice for the creation of collaborative Knowledge Base
documentation with a focus on client-facing knowledge.
• Experience with ServiceNow desirable
• Experience leading change of process in new teams
• Experience with technical writing and document management/control practices.
• Excellent verbal and written communication skills.

Qualifications
• ITIL v3 Foundation – required.
• ServiceNow certification - highly regarded.
• Undergraduate degree or equivalent year-for-year work experience.

If you believe your profile aligns with the requirements above, please reach out to me directly at katie.frost@randstad.com.au

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

skills

Government Opportunity / North Ryde / ServiceNow / ITIL v3 /

educational requirements

Bachelor Degree