Knowledge & Service Catalogue Manager

2 weeks ago

Sydney, New South Wales, Australia Optus Full time

**Location**: Macquarie-Park, NSW
**Company**: Optus
**Type**: Full Time
**Job ID**: 161121
**Date**: 6 October 2024 1:51 AM
At Optus, we don't sit back and let the future happen to us - we're out there making it. By expanding into new technology and relentlessly improving every day, we're creating a better tomorrow for all Australians.
We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.
The Knowledge and Service Catalogue Manager is responsible for managing the service delivery knowledge base and maintaining a comprehensive service catalogue that details all services available to the Customer.
The day to day
**Knowledge Management**: Collaborate with service delivery, product and account teams to document and capture critical information, including incident resolutions, troubleshooting guides, known issues, FAQs, and best practices.
**Governance and Quality Control**: Implement quality control measures to ensure that all knowledge articles are well-written, technically accurate, and structured for ease of understanding.
**Service Catalogue Management**: Develop and maintain a comprehensive service catalogue that lists all services provided to customers, including detailed descriptions, service owners, associated SLAs, and support processes.
**Process Improvement and Governance**: Establish policies and guidelines for knowledge contribution, approval, and publication to ensure consistent and reliable knowledge management practices.
It starts with you
Demonstrated experience in IT knowledge management and/or service catalogue management, preferably within an ITIL framework.
Proficiency in IT Service Management (ITSM) tools ServiceNow and Jira.
Strong understanding of ITIL processes, especially knowledge management, service catalogue management, and service-level management.
You must be an Australian citizen and be eligible for Federal Government security clearance.
What's in it for you?
3 days in the office, 2 days remote - with flexible hours to suit
Inclusive paid parental leave, up to 14 weeks for the primary care giver
All Optus employees have access to resources, webinars and support via the 'Parents at Work portal'
Own your own growth by accessing an extensive online and facilitator led learning catalogue - even earn a MBA micro-credential via OptusU (University)
Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network
Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon
Keen to see what it's really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes

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