ITSM Knowledge Manager - ServiceNow

Job Title: ITSM Knowledge Manager - ServiceNow
Contract Type: Contract
Location: Chatswood, New South Wales
Salary: Negotiable
Start Date: ASAP
Reference: 211049_1617065105
Contact Name: Jan Hundleby
Contact Email:
Job Published: March 30, 2021 11:45

Job Description

Senior Business Analyst/Knowledge Manager required to manage the implementation of an ITSM knowledge Management system - ServiceNow


  • 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.

To apply please click the 'Apply Now' button.