Siam Knowledge Manager

18 hours ago

Sydney, Australia AC3 Full time

Ranked #4 Best Places to Work Australia
- Structured Mentoring & Career Development
- Work with top tier Customers & Vendors

**About The Company**:
At AC3, our purpose is to make technology real, and as the leaders in secure multi-cloud solutions, we get to do this for our customers every day. We are an Australian owned ICT MSP, with offices in Sydney, Melbourne and Auckland, servicing over 50% of the NSW State Government and over 700 enterprise customers.

**About the role**:
You will work closely with the customer and other service providers to establish, grow and foster a positive knowledge culture and establish matured working practises and process to support your goal.
- A customer first mondset, work closely with the customer to ensure all key stakeholders are aware of how the process is performing and maintain their confidence in the process and the people
- Be a trusted partner that understand the way the customer thinks, pre-empt needs, challenges or changing requirements and act fast to remain aligned
- Management and ongoing governance of federated Service Knowledge Management Systems (SKMS) storing data, information and knowledge that our organisation needs to manage the lifecycle of its services
- Supporting periodic reviews with the Customer and other SIAM processes to ensure accurate capture, storage, and presentation of information required, including best practices, methods to resolve Incidents, Known Errors, Service Desk scripts, Workarounds, Service and Infrastructure Architecture, Frequently Asked Questions (FAQs), and training material
- Minimum of 3 years of experience in a SIAM end-to-end Service management environment.
- 1+ years experience in developing and implementing Knowledge Management processes
- Experience in providing KM Services and developing knowledge articles for End Users and Customer Service Desk providers

**Certififcations**:

- SIAM Foundations or SIAM Profession certification
- Fundamentals certification in KCS - Knowledge Centered Service

**Benefits**
- $112,000 Base + Super + Allowances + Bonus
- Genuine flexibility and work/life balance.
- Company benefits including discounted lifestyle services such as health insurance, salary packaging, and **half-day Fridays**:

- Work alongside proactive and open minded colleagues that genuinely care and collaborate to create effective outcomes
- Work for an organisation that prioritises company culture and employee satisfaction

**Culture**

***
As number 4 on Australia’s Best Places to Work list, it’s clear that culture is a top priority at AC3, and we approach business with family values.

We keep it simple and live by our four ways of being:

- **Own It**: If I say I’m going to do it, I do it. And I give it my all.
- **Better It**: I take the current status quo and make it better.
- **Brave It**: I listen, say what needs to be said, and do the right thing. Especially when it’s tough.
- **Enjoy It**: I take my work seriously, but don’t take myself too seriously.

We’d love for you to experience the AC3 way for yourself
- Note: All positions at AC3 must undergo a criminal background check_

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