Service Delivery Expert
2 weeks ago
We are seeking a skilled and experienced professional to manage our service delivery knowledge base and maintain a comprehensive service catalogue.
- Key Responsibilities:
- Collaborate with cross-functional teams to document and capture critical information, including incident resolutions, troubleshooting guides, known issues, FAQs, and best practices.
- Implement quality control measures to ensure that all knowledge articles are well-written, technically accurate, and structured for ease of understanding.
- Develop and maintain a comprehensive service catalogue that lists all services provided to customers, including detailed descriptions, service owners, associated SLAs, and support processes.
- Establish policies and guidelines for knowledge contribution, approval, and publication to ensure consistent and reliable knowledge management practices.
To be successful in this role, you will need:
- Demonstrated experience in IT knowledge management and/or service catalogue management, preferably within an ITIL framework.
- Proficiency in IT Service Management (ITSM) tools such as ServiceNow and Jira.
- Strong understanding of ITIL processes, especially knowledge management, service catalogue management, and service-level management.
- Australian citizenship and eligibility for Federal Government security clearance.
We offer a dynamic and inclusive work environment, flexible working hours, and a range of benefits, including:
- Inclusive paid parental leave.
- Access to resources and support for career development and growth.
- A vibrant campus life with a range of facilities and amenities.
- Opportunities for professional networking and community engagement.
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