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Knowledgebase Author

3 months ago

Canberra, ACT, Australia Clicks IT Recruitment Full time

The Knowledgebase Author supports the Knowledgebase Manager in the development and implementation of knowledge management tools and processes through identifying, creating, representing and distributing information on problems, incidents and requests.


The role will be responsible for:

Development, implementation, and ongoing maintenance of the Knowledgebase including systems, tools, resources, artefacts, and training modules for service desk staff, knowledgebase policies, and processes in alignment with the ITIL framework.

Managing knowledgebase content throughout the documentation lifecycle, including document creation, review, implementation, upkeep, reviews, responses to feedback, and managing topics; including general operations of the knowledgebase space involving creating and modifying document workflows.

Writing and maintaining technical documentation and service management system design specifications; and the documentation of new processes in consultation with business representatives, Subject Matter Experts, and other specialists.

Mandatory Criteria
Knowledge and experience in documenting service desk support artefacts and tools for clients, and maintaining a knowledgebase.

Weighted Criteria
Experience with ServiceNow or similar ITSM toolset.
Minimum 3 years' experience in service desk support, knowledgebase development, or similar.

Australian Citizenship with ability to obtain Baseline Clearance

For further information please contact Adelaide Ruskin at Clicks IT Recruitment on

Type
Contract

Category
Project / Program / PMO support

Reference ID
BBBH73766