Knowledge Management Specialist
Our client is a large and complex state Government organisation. This newly created role will require the services of a Knowledge Management specialist. Working with an existing Knowledge Management team as well as projects and application support teams, you will be responsible for facilitating the creation as well as the update of knowledge articles.
Your key responsibilities will include: Develop and maintain a knowledge management plan (including analysis and prioritisation of information to be disseminated and published), target knowledge repository and target users ( technical support teams, suppliers, end users). Identify gaps in the Knowledge Management processes and define appropriate standards and processes (templates, approvals, archiving policy etc.).
Coordinating the review and development of knowledge items (e.g. Knowledge Articles, Self-Help Articles) with application and problem management teams, and third party suppliers Ensuring Knowledge Articles are well suited to be published and are valuable, relevant, categorised and current - this will include periodic review of knowledge items Contribute to creation of and maintenance of the Known Error Database together with the Problem Management team, and ensure appropriate access to knowledge content, facilitating workshops and/or training sessions as needed Develop, manage, measure and report on knowledge management metrics and determine value and contribution to efficiency and customer satisfaction (this may include but is not limited to utilisation of knowledge content; new articles created; increased utilisation of self-service; reduction in time to resolve tickets, etc.
) You will also be expected to champion the importance of knowledge management in reducing downtime, increasing business satisfaction and reducing the cost and time of IT resources spent on incident management. In line with ITIL principles, you will also work very closely with with incident management and problem management to promote self-service tools and the knowledge repository to improve end-user satisfaction and reduce costs, and communicate the availability of online knowledge articles. Any experience working in a similar capacity in an IT Service Desk /Service Management environment will be highly regarded.
This is a failry hands-on role that will require individuals with experience in Problem and Incident Management, coupled with the Knowledge Management experience As a clear and proactive communicator, you will contribute to the development of risk management plans, establishment of risk controls and risk mitigation. This role is to start as soon as possible and will require an experienced Knowledge Management Specialist/Analyst/Consultant with hands-on and demonstrable experience. You will also demonstrate strong stakeholder management and negotiation skills and the ability to work across a large and complex organisation Please email your CV to Silvia Williams at Balance Recruitment applying below.