Knowledgebase Author - Canberra, Australia - face2face Recruitment

face2face Recruitment

Verified Company

Canberra, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Closing Date:2 August 2023, 9:00 AM

face2face reference:588578

Location:
Canberra, ACT

Hours:
Full-time

Contract length:
Until 31 December 2023 Contract + 1 x 6 Months (Pending approval)

Entry requirements:
Australian Citizen + Ability to obtain Baseline

Pay range:
$ p/h inc super

About the role:

The Knowledgebase Author supports the Knowledgebase Manager in 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 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.

The role is responsible for undertaking work that is moderately complex and/or sensitive in nature, under limited direction, utilising expertise and knowledge within the area of service management.

Duties

Development, implementation, and ongoing maintenance of the Knowledgebase including systems, tools, resources, artefacts, and training modules for service desk staff and the Agency 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 Agency environment and Agency projects.
Provide analysis on complex issues and contribute to the management, preparation and coordination of policy formulation and/or project management.

Required experience/skills

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.

Desirable experience skills