AddressKNOWLEDGE MANAGER (NV1)
We are Fujitsu
We use technology to make happier lives. We are a global leader in technology and business solutions that transform organisations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society and our customers.
About you
We are looking for an experienced Service Improvement Manager /Knowledge Manager to champion the Knowledge Management process within Service Delivery Management, monitor process effectiveness and make recommendations for improvement. You will also help to improve service standards using and building a comprehensive knowledge base, sharing best practice and liaising with internal and external customers to provide excellent service.
About the Role
Responsibilities and Accountabilities:
- Delivers a specialist service management function within or into an account.
- Leads on elements of service delivery to lower management level within the customers in order to deliver contracted service commitments and continual service improvements.
- Contribute to service partnerships as part of one service team with internal and external customers.
- Monitors, maintains and ensure compliances to knowledge management processes.
- Continually reviews the process and associated activities for efficiency and effectiveness, and makes recommendations for improvements.
- Analyse and reports on details of issues and updates stakeholders accordingly.
- Implements solutions to identified issues.
- Produce and analyse statistics to identify historical trends and knowledge gaps and provide relevant support and content via management reporting.
- Participates in regular reviews to resolve issues, review processes with relevant parties such as Service Desks, Operations, Resolver Group, Account Team and Customers, etc.
- Lead, coach and develop a team of knowledge champions to drive continuous service improvement.
- Work effectively across organisation with stakeholders, SME's, and service teams to improve quality and effectiveness of the Service Desk.
- Promote knowledge capture and reuse through operational and business processes
- Provide internal training and consulting on KM concepts and methodologies.
- Documenting low level work instructions to support the Service Desk in delivering a positive customer experience.
Experience and Requirements:
- Practical experience with ServiceNow/ITSM knowledge management module with strong understanding of review and approval workflows.
- ITIL v4 Foundation.
- Operational experience and ability to effectively communicate to stakeholders, SME's, and service teams to improve quality and effectiveness of the Service Desk and Resolver Groups. i.e. Improving Fix on First metrics, reduce AHT of tickets and others.
- Experience in facilitating training, coaching and mentor knowledge champions across an organisation to help teams better under the value of knowledge.
- Experience with Knowledge Centred Service (KCS) methodology and framework is a bonus..
Why Fujitsu?
We are an organisation with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity, equity and inclusion. We constantly push ourselves to do better and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full selves to work. We call this Be Completely You.
- We put people first. We believe in the power of diversity to drive innovation and our Work180 accreditation, AWEI Gold Employer status and Rainbow Tick certification for LGBTI+ inclusion show that we value an inclusive culture.
- We offer tailored career paths across our global organisation to support your professional and personal growth.
- Our customers trust us. We have an excellent reputation across the region and globally.
- Best in class reward and recognition programs - flexible work, volunteering leave and more.
- We live our values of aspiration, trust and empathy, all day, every day.
As an inclusive employer, Fujitsu aims to recruit a diverse range of talents to help us achieve our purpose. In line with our diversity, equity and inclusion strategy, we welcome applications from women and gender diverse people; Aboriginal and Torres Strait Islander people; Māori and Pacific people; LGBTI+ people; people with a disability; culturally and linguistically diverse people; and veterans and emergency responders.
If you don't tick every box in this , please don't rule yourself out. Research suggests that women and other people in underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who value inclusion, collaboration, adaptability, courage, and integrity, rather than ticking boxes - so if this resonates with you, then please apply.
For Security cleared roles - PLEASE NOTE: Due to the inherent requirements of the role, candidates must be Australian Citizens and hold a minimum Baseline Australian Federal Government Security Clearance. The role will or will likely involve access to controlled technology, must satisfy additional restrictions and requirements as a consequence of the International Traffic in Arms Regulations and the Export Administration Regulations. As a consequence of these restrictions and requirements, applicants may be adversely impacted if they are not Australian citizens, are dual nationals, hold citizenship from proscribed countries or are not of Australian national origin. Please refer to Discrimination (Fujitsu Australia Limited) Exemption 2017 (No 1) Notifiable instrument NI2020-672 (ACT).
