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Management (Information & Communication Technology)
Government - State (Government & Defence)
Full time
The successful candidate will be responsible for eHealth Queensland's ICT Knowledge Management processes to align with ITIL / KCSP best practice standards.
Role responsibilities:
Responsible for leading and managing the ongoing maturity, functionality, and compliance of ICT Knowledge Management processes within eHealth Queensland and other internal and external stakeholders.
Partner with eHealth Queensland's first line Service Centre to maintain process awareness and compliance and lead continual improvement activities supporting tier 0 and tier 1 knowledge content and processes to support business and clinical ICT support demand, with a focus on identifying and implementing improvements that improve agent resolution rates, tool and processes compliance and quality.
Responsible for proactively identifying and implementing continual improvement opportunities across the ICT Knowledge Management process to uplift ICT Service Delivery across eHealth and other ITSM users within the system.
Create and maintain effective working relationships with a wide and diverse range of internal and external stakeholders to support the successful development, implementation and review of the knowledge base articles and the knowledge management processes.
You will be assessed on your ability to demonstrate the following key capabilities, knowledge, and experience:
The ability to manage and mature a large, complex, best practice Knowledge Management function for the ongoing delivery of information, solutions and work instructions for customer groups and multiple internal and external stakeholders, including the creation and maintenance of knowledge bases / articles, process documentation, education, training, and the identification, review, and coordination of continual improvement activities.
Demonstrated high level exposure and practical experience of ITIL Knowledge Management, Incident and Request management processes implemented within an enterprise-level CRM platform supporting multiple customer groups and support teams / tiers.
Highly developed stakeholder engagement and management skills with the ability to build strong relationships with both internal and external stakeholders, including highly developed interpersonal, oral, and written communication skills with the ability to negotiate, consult and collaborate with a diverse range of stakeholders to advance and meet ICT service support goals and key performance indicators.
Specific Working Conditions:
Reasonable travel as negotiated may be a requirement of this position.
An open C' class driver's licence is desirable.
Benefits of working with eHealth Queensland:
By joining eHealth Queensland, you will work within a fast-paced, challenging and supportive environment where every employee plays a critical role in our ongoing success.
You will enjoy a variety of benefits, including:
Competitive salary + generous superannuation and leave loading Flexible working arrangements Career training and development To apply for this exciting opportunity, submit your resume and a cover letter (maximum 2 pages) online today.
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