Senior Business Analyst/Knowledge Manager required to manage the implementation of an ITSM knowledge Management system - ServiceNow
Responsibilities:
- Manage the implementation of knowledge Management based on best practices
- Establish techniques and procedures for organising, locating and enabling access to relevant knowledge to support knowledge sharing and faster resolution of incidents and requests;
- Develop quality and fit for purpose documentation to support and implement the Knowledge Management Strategy
- Develop dashboard templates and analytics for use across all knowledge groups to evaluate business impact, track the usage and define efficiency of the knowledge base
- Ensure consistency across groups and identify opportunities for knowledge to shift left (e.g. move knowledge closer to the customer)
- Actively participate in all IT Service Management initiatives that require specialised Knowledge Management and/or Service Management Business Analysis capability
Skills and experience:
- Experience in leading successful ITSM knowledge management implementations preferably using ServiceNow as the ITSM platform
- Excellent problem-solving ability and the ability to translate high-level strategic business objectives into business process and/or technology solutions
- Experience holding workshops, facilitating discussions and assisting business stakeholders to anticipate future needs and opportunities
- Analytical skills to evaluate the information gathered from multiple sources, reconcile conflicts, decompose high-level information into details
- Develop process documentation including procedures, work instructions and workflows
- ITIL certified and strong knowledge of subject areas such as IT Services, Incident Management, Problem Management, Request Fulfillment Change Management, Configuration Management (including CMDB) and Continual Service Improvement
- Experience using an Agile Methodology/Approach in delivery work packages
- Excellent communications skills, customer focus and the ability to influence at all levels
For more information or a confidential discussion, please contact Jan Hundleby on 02 8267 2469 quoting reference 211049.
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