Knowledgebase Author - Canberra, Australia - Ontrack Systems Aus Pty Ltd

Ontrack Systems Aus Pty Ltd

Verified Company

Canberra, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

The role will be responsible for, but not limited to:

Development, implementation, and ongoing maintenance of the Knowledgebase including systems, tools, resources, artefacts, and training modules for service desk staff and AEC 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; and 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 AEC environment and AEC 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.
Make and communicate decisions using good judgement, expertise and

knowledge, governed by legislation, regulations, best practice principles or relevant operating instructions and procedures.

Contribute to doctrine, election preparation and delivery activities in accordance with the election readiness framework, according to individual accountabilities, milestones and responsibilities.
Perform additional duties or assume responsibility of functions as directed from time to time.

Mandatory:
Knowledge and experience in documenting service desk support artefacts and tools for clients, and maintaining a knowledgebase.

Knowledge and experience in successfully setting priorities and delivering quality results on time.

Proven ability to communicate effectively whilst responding to stakeholder needs and expectations across a geographically dispersed network.

Proven analytical abilities with the ability to facilitate change and contribute to business improvement strategies.

Demonstrated personal integrity whilst achieving results within legislative and policyparameters.

Desirable:
Experience with ServiceNow or similar ITSM toolset.

Minimum 3 years experience in service desk support, knowledgebase development, or similar.