Job Details

$600 - $700 per annum
Job Type
Owain Evans
Contact email
Email Owain
8 months ago
Our client is a high-profile organisation delivering essential services to the State's community with a focus on improving customer experience. Due to continued investment and uplift of their technology and services, this organisation are now looking for an ITSM Specialist, to support the organisation by working closely with the Service Desk Knowledge Management team and the Application owners – Knowledge Management team to facilitate the creation and uplift of the Knowledge Management plan and update of knowledge articles.

Key responsibilities include:

  • Identify gaps in the Knowledge Management processes and define appropriate standards and processes (templates, approvals, archiving policy etc.).
  • Coordinate the review and development of knowledge items (e.g. Knowledge Articles, Self-Help Articles) with application and problem management teams, and third party suppliers
  • Ensure Knowledge Articles are well suited to be published and are valuable, relevant, categorised and current. 
  • Periodically review knowledge items with knowledge area owners (e.g. application teams).
  • Contribute to creation of and maintenance of the Known Error Database in concert with the Problem Management team, and ensure appropriate access to knowledge content, facilitating workshops and/or training sessions as needed
Experience needed for the position:
  • Experience working in an IT Service Management team, ideally with a focus on either Knowledge Management, Incident Management or Problem Management.
  • Experience working in an IT Operations environment with expsoure to Service Transition areas.
  • Experience performing knowledge management activities in complex organisations and collaborating with multiple teams (application, incident, problem, suppliers) to develop, publish and promote knowledge content.
  • Working knowledge of how knowledge management can be used to drive material improvements
  • A working knowledge of IT service principles and frameworks including ITIL, process tools, frameworks, and best practice methods.
This is a long-term 9 month contract that will suit an individual that is customer focused and keen to work in a large, complex, and diverse environment.

For further information on this role or to confidentially apply, please contact Owain Evans on 02 8227 9200 or apply directly via the Apply for this job button. Only WORD FORMAT resumes will be accepted.