Knowledge Specialist

2 weeks ago

Melbourne, Australia Fujitsu Full time

**Location**:

- Melbourne C B D - Victoria**Date Published**:

- 13-Nov-2023**Job Reference**:
BH-153801

**TECHNICAL PRODUCT WRITER**

**We are Fujitsu**

We use technology to make happier lives. We are a global leader in technology and business solutions that transform organisations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society and our customers.

**About the role**

We are looking for an experienced **Technical Product Writer** who can translate complex concepts into user-friendly content. You will manage your own knowledge base, including user guides, training materials, quick tip guides, and other relevant resources and take ownership of the tools and resources used by customers.

**About you**

Responsibilities and Accountabilities:

- Delivers a specialist service management function within or into an account.
- Leads on elements of service delivery to lower management level within the customers to deliver contracted service commitments and continual service improvements.
- Contribute to service partnerships as part of one service team with internal and external customers.
- Monitors, maintains, and ensure compliances to knowledge management processes.
- Continually reviews the process and associated activities for efficiency and effectiveness and makes recommendations for improvements.
- Develop and maintain a knowledge base for users, including user guides, training materials, and quick tip guides.
- Create high-quality, user-focused content that aligns with company objectives.
- Work with cross-functional teams to gather information and create user-facing resources.
- Identify opportunities to improve the user experience and make recommendations for change.
- Collaborate with leadership to develop and execute a content strategy.
- Provide internal training and consulting on KM concepts and methodologies

**Requirements**:
- 5-7 years of experience in technical writing or content creation.
- Advanced knowledge of ServiceNow knowledge management module and ability to configure and manage workflows and feedback tasks.
- Administration and configuration of ServiceNow dashboards, schedule reports to provide operational insights and recommendation on improvement initiatives.
- Strong understanding of ServiceNow Agent workspace, meta tagging, and ability to optimise and refine search results to ensure content is presented and made available to a customer/ product end user.
- Experience with Knowledge Centred Service (KCS) methodology and framework
- Excellent written and verbal communication skills.
- Ability to work independently and take ownership of projects and initiatives.
- Self-starter with proven ability to identify problems and create solutions.
- Strong organizational and project management skills.
- Familiarity with content management systems or similar tools.
- ITIL v4 Foundation or working towards.

**Why Fujitsu?**

We are an organisation with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity, equity and inclusion. We constantly push ourselves to do better and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full selves to work. We call this
- **Be Completely You.**
- We put people first. We believe in the power of diversity to drive innovation and our Work180 accreditation, AWEI Gold Employer status and Rainbow Tick certification for LGBTI+ inclusion show that we value an inclusive culture.
- We offer tailored career paths across our global organisation to support your professional and personal growth.
- Our customers trust us. We have an excellent reputation across the region and globally.
- Best in class reward and recognition programs - flexible work, volunteering leave and more.
- We live our values of aspiration, trust and empathy, all day, every day.-
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