Service Desk Knowledge Manager

2 months ago

Canberra, Australia Unisys Full time

**Job Description** We Believe in Better**

We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable advanced technology is our vision.

Our associates are at the forefront of everything we do, driving our clients’ successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us

**Learn more about Unisys and our key solution offerings**: Unisys, Stealth, CloudForte®, InteliServe

**What success looks like in this role**:

- In this role you will be required to own and manage the **IT Service Desk and End users **Knowledgebase** (KB)** achieving accurate & on-time updates that enable Continual improvement
- You will have the opportunity to lead and drive Improvements by integrating the Knowledgebase with the Automation tools and initiatives
- Utilize ServiceNow as the primary KB repository, and employ **ITIL** and **KCS** **methodologies** among other Industry best practices
- You will be part of a dynamic global team that **collaborates** and coordinate across multiple ITIL Internal and external support teams
- Manage Knowledgebase Articles across multiple clients; **research** knowledge requirements; generate **reporting** and **communicate** with key stakeholders; **p**roactively** run small projects to support our department’s vision of **end-user** experience** excellence**

**#L1-SJ1**

**You will be successful in this role if you have**:

- Bachelors’ Degree in any field. ITIL Certification and practical skills to create knowledgebase articles will be a plus.
- Minimum 2+ years of IT Service Desk Level 1 experience is preferred
- Key Skills:

- Good understanding of IT Service Desk Level 1 Support processes
- Proficient to structure and re-write content per the Audience and in a logical order
- Highly resourceful, self-driven, and proactive attitude
- Growth Mindset that generates curiousness about the working environment
- Basic Project Management skills

**eeo**

Notice For U.S. Applicants: Unisys is an Equal Opportunity Employer - Minorities/Females/ Veterans/Individuals with Disabilities/ Sexual Orientation/Gender Identity

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