Knowledge Article Writer

Knowledge Article Writer

Job Title: Knowledge Article Writer
Contract Type: Contract
Location: Canberra
Salary: Competitive
Start Date: 2021-09-05
Reference: V-39787
Contact Name: Joanne Finchett
Contact Email:
Job Published: September 06, 2021 15:11

Job Description

Seeking a Knowledge Article Writer who will join the Information Services Division.  

The Role

The successful applicant will work with the Client Services team to drive a program of work responsible for the delivery of an enterprise service management capability. This position will report to the Director of Client Services and will be supported by a team of project support staff. The role will be responsible for: -  Consolidating the departments knowledge base articles into one ITSM platform following a machinery of government change in 2020 - Driving end user adoption of ‘self-service’ through the ITSM Platform portal - Reviewing and redrafting all knowledge base articles into a modern template (service desk and end user); and - Responding to feedback provided by end users through ‘Rate this Article’.  

Skills and Experience Required:
Essential criteria
  • Demonstrated understanding of First Level Support functions on an IT Service Desk, Self Service Portals and the role of the Knowledge Base. - 40%
  • Demonstrated ability to quickly grasp new concepts, develop both business and technical contexts and adjust documentation language according to target audiences. -30%
  • High level communication and interpersonal skills, including the ability to liaise effectively with a range of stakeholders and negotiate with business and technical personnel. - 20%
  • Demonstrated understanding of ITIL , Request and Incident workflows. - 10%

Location and Contract Term:

Canberra Based – 8 Month Contract with 2 X 12 possible contract extension

Security Clearance:

Must be an Australian Citizen. Baseline Security Clearance is required.

How to Apply:

Applications close 13 September 2021

Please upload your resume to apply. Please note you may need to complete selection criteria to complete this application process. We will be in touch with instructions for suitably skilled candidates

Call Jo Finchett 1300 944 936 for any further information.