Knowledge Manager

2 days ago

Canberra, Australia Department of Agriculture & Water Resources Full time

APS 6 - $85,833 - $97,454 per annum plus superannuation
- Digital Services Division
- Canberra, ACT

**Who we are**
The Cyber Security and Shared Services Branch supports staff within the Department with Information Communication Technology (ICT) needs and look after the department’s cyber security. Our service desks and VIP support teams assist with Information Communication Technology (ICT) equipment requests, incidents, telephone, and conference services across all areas of the department. We provide Information Communication Technology (ICT) support to the Australian Antarctic Division (AAD) and regional and remote offices. We advise on cyber security and help business areas to conduct their work safely and securely.

The IT Service Management (ITSM) Section is responsible for Level 1 support (Service Desk) as well as management of the ITSM Platform and associated workflows through to Level 2 and Level 3 support. Made up of three teams: Service Operations, Service Integration and Management and Service Catalogue Management we strive to improve the customer experience through reporting, monitoring, vendor relationship management and continual service improvement initiatives.

**The Job**
The successful applicant will be responsible for:

- owning and implementing the knowledge management lifecycle
- maintaining knowledge articles templates
- stakeholder engagement
- performance of our virtual agent.

**What we are looking for**

**Knowledge and experience**
- Demonstrated understanding of IT Infrastructure Library (ITIL) Service Strategy and Service Design processes.
- Previous experience working with a ITSM Platform and user portal.
- Previous experience delivering outcomes under a project management framework.

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