Knowledgebase Author

Infinite Consulting requires an experienced Knowledgebase Author to support the development and implementation of knowledge management tools and processes through identifying, creating, representing and distributing information on problems, incidents and requests within the Agency's Service Operations Section of the Digital Technology Branch, including participating in section planning for short term tasks and work area planning for longer term initiatives.

**Responsibilities will include but not be limited to**:

- Development, implementation, and ongoing maintenance of the Knowledgebase including systems, tools, resources, artefacts, and training modules for service desk staff and staff, knowledgebase policies, and processes in alignment with the ITIL framework.
- Managing knowledgebase content throughout the documentation lifecycle, including document creation, review, implementation, upkeep, reviews, responses to feedback, and managing topics; including general operations of the knowledgebase space involving creating and modifying document workflows, identifying content owners, and reviewing expiring or ageing documentation.
- Writing and maintaining technical documentation and service management system design specifications including the documentation of new processes in consultation with business representatives, Subject Matter Experts, and other specialists.
- Research knowledge management requirements and tools and advise on their applicability in the Agency environment and projects.
- Provide analysis on complex issues and contribute to the management, preparation and coordination of policy formulation and/or project management.
- Develop and support key internal and external relationships, including managing stakeholders to achieve work area and agency goals. In addition, represent the agency by promoting its interests in various forums.

**Essential criteria include but not limited to**:

- Knowledge and experience in documenting service desk support artefacts and tools for clients, and maintaining a knowledgebase.
- Proven analytical abilities with the ability to facilitate change and contribute to business improvement strategies.
- Demonstrated personal integrity whilst achieving results within legislative and policy parameters.

**Desirable criteria**:

- Experience with ServiceNow or similar ITSM toolset.
- Minimum 3 years’ experience in service desk support, knowledgebase development, or similar.

**Role particulars**:
Submission deadline: 03/08

Duration: 29/08 - 31/12

Extension/s: 6 month option to extend

Location: Canberra, A.C.T

Security clearance/eligibility: Australian Citizens with the ability to obtain and maintain a Baseline clearance

Working Arrangements: Onsite, 5 days per week