Knowledge Manager

2 weeks 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 IT Service Management Section is responsible for Level 1 support (Service Desk) as well as management of the Information Technology Service Management (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**
You will be responsible for:

- owning and implementing the knowledge management lifecycle for our Knowledge Base Articles, including both Service Desk Agent Facing, and Client Facing articles
- maintaining knowledge articles templates
- stakeholder engagement
- performance of our virtual agent, which searches the knowledge base to assist our clients to self-serve assistance.

**What we are looking for**

**Knowledge and experience**
- Demonstrated understanding of 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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