Service Desk Knowledge Manager

**Why work for Brennan?
**
We are a national company with a reputation for delivering technical excellence, innovation and high-quality service to the mid-market and have backed up that statement by winning the #1 Managed Service Provider in Australia for the past 10 years in a row.
**Brennan IT benefits include**:
- A strong culture underpinned by values that are truly lived every day.
- Salaries are pegged to the Australian dollar.
- Flexible working is part of our DNA - We have adopted to a hybrid working model and we encourage working from home and office as it seems ideal.
- Proven career progression opportunities, we're passionate about helping our people unlock their potential and grow across different capabilities.
- Diversity is a strength, and we love having people from different backgrounds and experiences, for example, we have employees from over 30 different countries - that's just one attribute, talk to us about our other diverse people
**Full Job Description**:
We are seeking for a Service Desk Knowledge Manager to implement and run the Knowledge Management function for the Service Desk, setting up and operating a mature Knowledge Management process across the Brennan Service Desks, including policies, procedures, and tooling.
**Key Responsibilities**:
- Lead and shape the nascent Brennan Service Desk Knowledge Management function and providing support and guidance for anyone working within that function.
- Own the end-to-end Service Desk Knowledge Management function, ensuring it is delivering the Knowledge Management targets set for the Service Desk across all delivery centres, locations, teams and customers.
- Ensure that there is a Service Desk Knowledge Management structure in place including policies and procedures which allows the capture, lifecycle management and sharing of Knowledge across the organisation as well as all existing and new clients.
- Promote a culture of Knowledge Management and facilitate stakeholders for any necessary training or knowledge across the Service Desk and wider Brennan business.
- Track and analyse Knowledge Management metrics including Knowledge Base Article (KBA) usage, First Contact Resolution, frequency of KBA updates and KBA rating.
- Verify if Knowledge Management improvement initiatives are proceeding according to plan and introduce corrective measures where necessary.
- Highlight areas for improvement in Knowledge Management processes, procedures or tooling.
- Collaborate with different business stakeholders - customers, Service Desks, technical teams, Service Delivery Managers - to ensure the Knowledge Base is kept up-to-date.
- Ensure that each Knowledge Article has a lifecycle from creation through to retirement and that there is a process in place to regularly review knowledge to ensure that it still current and relevant.
- Work with the Brennan transition team, customers and other stakeholders to ensure that all the necessary knowledge and documentation is captured and documented to allow the Service Desk to provide the contracted service, efficiently, effectively and in a timely fashion.
- Able to write technical Knowledge Articles in clear and concise language.
**Required Background and Skills**:
- Three years' experience in a technical customer service role including a strong understanding of a technical Service Desk environment.
- Experienced in the role of Knowledge Manager and in owning or managing the Knowledge Management process.
- Experience of administering Knowledge Management within ServiceNow, including ability to suggest and drive tool and process improvements.
- Experience in leading or managing a Service Desk team, or a function within a larger Service Desk.
- Information Technology or Computer Science Degree (or equivalent qualification).
- Demonstratable IT Service Management understanding or certification (ITIL).
- Experience of working in a large outsourcing organisation would be beneficial.
- Excellent written and verbal communication skills.
- Requirement to work Australian business hours from time to time.