Knowledge Development Specialist

6 days ago


Canberra, ACT, Australia beBeeKnowledge Full time $85,833 - $97,454

About the Role:

The role is responsible for developing and implementing a knowledge management lifecycle for a comprehensive knowledge base.

Key Responsibilities:

  • Developing and implementing a knowledge management lifecycle, encompassing service desk agent-facing and client-facing articles
  • Maintaining knowledge article templates
  • Fostering stakeholder engagement
  • Optimizing performance of a virtual agent that searches the knowledge base to facilitate self-service assistance

Requirements:

  • Demonstrated understanding of ITIL Service Strategy and Service Design processes
  • Previous experience working with an ITSM platform and user portal
  • Previous experience delivering outcomes under a project management framework

Working with the Team:

You will be part of a team dedicated to enhancing customer experiences through reporting, monitoring, vendor relationship management, and continuous service improvement initiatives.



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