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Knowledge & Configuration Process Practitioner

Apply now Job no: 499865
Work type: Full Time Permanent
Location: VIC, ACT, QLD, Various
Categories: Information Technology

The Organisation

Airservices Australia is a government-owned organisation responsible for the safe and efficient management of 11% of the world’s airspace and provision of aviation rescue fire fighting services at Australia’s busiest airports.

Our people are our greatest asset with a dynamic and diverse team operating from locations across the country - from bustling cities to regional and remote locations, including an island. This team keep Australia’s aviation industry safe every day of the year, both in the air and on the ground.

We connect people with their world safely – linking family and friends, generating economic activity, creating jobs, and facilitating trade and tourism.

Airservices is committed to fostering a culture that is diverse, inclusive, and respectful.  We encourage motivated individuals who love what they do, value a service first mindset and embrace a challenge to explore a career with Airservices. In return you will be a valued team member, be offered flexibility and experience a meaningful career in an exciting, ever-evolving aviation industry.

The Role and the team

As a Knowledge Process Practitioner, you will manage effective communication and knowledge coordination activities to support the end-to end service request fulfilment and incident management processes.

This includes the creation, management, and assurance of all knowledge-based documentation within the Service Desk and overseeing the coordination and alignment of all knowledge articles generated by projects, internal and external technical support teams, and service providers.

In this role you will:

  • Lead and own the process design, ensuring alignment with the technology and service management frameworks to meet the organisation’s needs.
  • Define Key Performance Indicators, monitor and improve performance of the process, driving efficiencies through automation and digitalisation.
  • Ensure that appropriate process documentation is available and current.
  • Develop, lead, and communicate key messages to the broader Airservices community on technical matters.
  • Review opportunities for process enhancements and for improving the efficiency and effectiveness of the process.
  • Address escalated issues with the running of the process.
  • Be responsible for collaborating with other Process Managers (internal & external) to ensure all process interfaces are effective and efficient.
  • Collaborate with Service Improvements team on process improvement initiatives.

Please see the link below to view the full Position Description:

Download File PD - Knowledge & Configuration Process Practitioner.pdf

Our Ideal Candidate will have:

  • Knowledge Management experience and Knowledge Process expertise within an IT / OT environment.
  • Experience of optimising technical capability for the delivery of services through knowledge management initiatives. 
  • Highly developed interpersonal, representation and communication skills, including a proven ability to develop, influence and maintain working relationships at senior levels.
  • Demonstrated and strong experience in business writing/reporting, including conversion from technical to business language.
  • Experience using toolsets for reporting such as SAP, ITSM tools and MS Excel.
  • Business Process Improvement Skills e.g., Lean, Six Sigma.
  • ITIL Foundation Certification.
  • ITIL Service Lifecycle - Service Transition Certification (preferred)
  • Knowledge Management qualification such as Knowledge Centred Support Principles (HDAA).

Airservices Australia is a diverse and inclusive employer that recognises the benefits of having a workforce that reflects the communities in which we work. We encourage applications from diverse groups including Aboriginal and/or Torres Strait Islander people.

Security Clearance

To be eligible to apply, you must be an Australian citizen as an AGSVA Security Clearance is required for this role. Please refer to the security check requirements successful applicants will be required to undertake as part of the recruitment process.

Should you require any further information please contact Laura Ferguson - TA Partner

How to Apply

To apply for this position please lodge an application online before Applications close 11.55 pm (AEST) Wednesday July 6th 2022.

Advertised: AUS Eastern Standard Time
Application close: AUS Eastern Standard Time

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