knowledge manager in Ryde

katie frost, randstad
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job details

ryde, new south wales
job type
working hours
3 years
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katie frost, randstad
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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
• 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

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.

• 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

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.


Government Opportunity / North Ryde / ServiceNow / ITIL v3 /

educational requirements

Bachelor Degree