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SalaryAgency PurposeThe Australian Electoral Commission (AEC) is an independent statutory authority established by the Australian Government to maintain an impartial and independent electoral system for eligible voters through active electoral roll management, efficient delivery of polling services, and targeted education and public awareness programs.The AEC’s values and commitmentsThe AEC values and commitments are an essential component of our operating environment and frame how AEC staff work. The AEC's focus is on electoral integrity through the values of quality, agility and professionalism.The TeamThe AEC IT Service Operations and Management section of the Chief Technology Officer Branch consists of the AEC Service Desk and Service Management teams and focusses on providing high quality services and operations to support the AEC.The AEC Service Operations section supports the AEC through providing a range of services and support to staff.The OpportunityThe IT Knowledge Base Author supports the IT Knowledge Base Manager in the development and implementation of knowledge management tools and processes through identifying, creating, representing and distributing information on problems, incidents and requests within the IT Service Operations and Management Section of the Chief Technology Officer Branch.In this role you will be responsible for developing, implementing, and the ongoing maintenance of the IT Knowledge Base including systems, tools, resources, artefacts, and training modules for service desk staff and AEC staff, Knowledge Base policies, and processes in alignment with the ITIL framework.You will manage Knowledge Base content throughout the documentation lifecycle, including document creation, review, implementation, upkeep, reviews, responses to feedback, and managing topics, including creating and modifying document workflows, identifying content owners, and reviewing expiring or ageing documentation.You’ll be responsible for writing and maintaining technical documentation and service management system design specifications; and the documentation of new processes in consultation with business representatives, Subject Matter Experts, and other specialists.Additionally handling research knowledge management requirements and tools to advise on their applicability in the AEC and provide analysis on complex issues and contribute to the management, preparation, and coordination of policy formulation and/or project management.To excel you’ll have:
- Understanding of applying service and knowledge management practices across an organisation and within a knowledgebase.
- Knowledge and experience in documenting service desk support artefacts and tools for clients and maintaining a Knowledge Base.
- Proven analytical abilities with the ability to facilitate change and contribute to business improvement strategies.
- Demonstrated personal integrity whilst achieving results within legislative and policy parameters. Knowledge and experience in successfully setting priorities and delivering quality results on time.
- Demonstrated experience in providing high level customer service, delivering a broad range of services; with a strong focus on service delivery, team collaboration, supporting a culture of quality service management, and continuous improvement.
- Confidence and ability to effectively communicate, collaborate and negotiate with team members, business areas and external stakeholders at all levels of seniority.
- Experience with ServiceNow or similar ITSM toolset and minimum 3 years’ experience in service desk support, Knowledge Base development, or similar.
- AEC employees must be Australian citizens.
- Any person who is, and seen to be active in political affairs, and intends to publicly carry on this activity, may compromise the strict neutrality of the AEC and cannot be considered.
- Applicants are required to consent to, undergo, obtain and maintain a character clearance.
- Applicants are required to consent to, undergo, obtain and maintain the security clearance required for this role.
