ITIL Process Manager (Melbourne OR Sydney)

Job Description

This range is provided by AC3. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Catapult your ITIL career with this fantastic opportunity with a leading innovator in cloud-based solutions with a fun, flexible culture. Voted #4 best place to work in Australia Hybrid Working model to suit your commitments Fine tune your ITIL, Knowledge & Process Skills About The Company: At AC3, our purpose is to make technology real, and as the leaders in secure multi-cloud solutions, we get to do this for our customers every day. We are an Australian owned ICT MSP, with offices in Sydney, Melbourne and Auckland, servicing over 50% of the NSW State Government and over 700 enterprise customers. About the Role: Area of responsibility Key Aspects/Actions Key Performance Indicators (KPIs) • Own Knowledge & Process management on behalf of our customers, taking away their overhead and effort required to ensure Knowledge is being managed effectively and bear the load. • Work closely with the customer to ensure all key stakeholders are aware of how the process is performing and maintain their confidence in the process and the people. • Be a trusted partner that understands the way our customers think, pre-empt needs, challenges or changing requirements and act fast to remain aligned. • Work hard to keep our word, make sure we are delivering on what we have committed to and live up to our promises and performance targets. SIAM Process / Knowledge Management • Storing new Knowledge Management (KM) documents and updating, archiving, and retiring existing KM documents. • Ensuring that all KM documents are reviewed on a regular schedule or engaging with technical teams to ensure this review occurs until it is available via self-service. • Secure consensus of senior leaders and their commitments to support the knowledge management initiative, most importantly by helping to further a culture of learning and knowledge sharing. • Responsible for managing the integrity of information and ensuring outdated articles are updated or retired. • Ensuring knowledge base articles are searchable through tagging and categorisation. • Promotion of capturing and relating knowledge articles to incidents/requests. • Responding to knowledge feedback received across the business. • Communicating new and changed policies. • Ensure KM Services and knowledge articles can be utilised by End Users and Customers efficiently. • As needed follow and comply with the Customer's Knowledge Management process and policy, ensuring internal and customer process remain as closely aligned as possible. • Configure the Service Knowledge Management System (SKMS) tools to drive fit for purpose knowledge activities and supporting practices. • Provide Knowledge Management reports outlining the usage and utilization of knowledge articles, state of the environment and knowledge related activities. • Regularly update the SKMS as new knowledge articles are produced and deploy information to support the other SIAM and Service management processes. • Work collaboratively with Customers to establish data and information requirements to support the Knowledge Management process, including defining the information architecture for Services to establish the data and Information Management procedure. • Supporting periodic reviews with Customers and other SIAM processes to ensure accurate capture, storage, and presentation of information required, including best practices, methods to resolve Incidents, Known Errors, Service Desk scripts, Workarounds, Service and Infrastructure Architecture, Frequently Asked Questions (FAQs), and training material. Required Experience • Minimum of 3 years of experience in end-to-end Service management. • 2+ years experience in developing and implementing Knowledge Management processes. • Extensive experience developing & sustaining constructive relationships with customers, internal stakeholders, suppliers, & industry representatives. • Led initiatives focused on end-user experience within ITSM services and support. • Proven track record of successfully implementing and managing Knowledge Management processes and systems. • Experience in providing KM Services and developing knowledge articles for End Users and Customer Service Desk providers. • Experience in configuring and utilizing Service Knowledge Management System (SKMS Tools). • Familiarity with Incident Management processes and the role of Knowledge Management in supporting incident resolution. • Experience in conducting periodic reviews and audits of SKMS content to ensure accuracy and relevance. • Proven ability to engage in continual service improvement initiatives and contribute to improvement forums. • Working knowledge on ServiceNow tool with experience in creating, validating and publishing Knowledge articles. Work for an organisation that prioritises company culture and employee satisfaction. Flexible work options – a schedule that works around your lifestyle. BYOD allowances on Phone & Laptop. Discounts on all IT products & Accessories. Vehicle salary packaging. Paid Parental Leave for main & secondary carer. Discounts on Health Insurance. Free access to financial advisers & psychologists. State of the art onsite facilities. Free access to Fitness & Wellbeing classes. High level of professionalism, adult, family friendly and dynamic environment. Culture As number 4 on Australia’s Best Places to Work list, it’s clear that culture is a top priority at AC3, and we approach business with family values. We keep it simple and live by our four ways of being: Own It : If I say I’m going to do it, I do it. And I give it my all. Better It : I take the current status quo and make it better. Brave It : I listen, say what needs to be said, and do the right thing. Especially when it’s tough. Enjoy It : I take my work seriously, but don’t take myself too seriously. Seniority level Mid-Senior level Employment type Full-time Job function Information Technology Industries IT Services and IT Consulting #J-18808-Ljbffr