Manager

Description:

At Optus, we don’t sit back and let the future happen to us - we’re out there making it. By expanding into new technology and relentlessly improving every day, we’re creating a better tomorrow for all Australians.

We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.

This is a large two-year program to refresh the LAN/WAN/ Wi-Fi platforms onto Aruba technology as well as integrating with the shared common services and Optus management platforms as well as AWS and Zscaler. All successful candidates will need to be Australian Citizens and be able to be security cleared for the program.

The Knowledge and Service Catalogue Manager is responsible for managing the service delivery knowledge base and maintaining a comprehensive service catalogue that details all services available to the Customer.

The day to day
 

• Knowledge Management: Collaborate with service delivery, product and account teams to document and capture critical information, including incident resolutions, troubleshooting guides, known issues, FAQs, and best practices.
• Governance and Quality Control: Implement quality control measures to ensure that all knowledge articles are well-written, technically accurate, and structured for ease of understanding.
• Service Catalogue Management: Develop and maintain a comprehensive service catalogue that lists all services provided to customers, including detailed descriptions, service owners, associated SLAs, and support processes.
• Process Improvement and Governance: Establish policies and guidelines for knowledge contribution, approval, and publication to ensure consistent and reliable knowledge management practices.
   

It starts with you!
 

• Demonstrated experience in IT knowledge management and/or service catalogue management, preferably within an ITIL framework.
• Proficiency in IT Service Management (ITSM) tools ServiceNow and Jira.
• Strong understanding of ITIL processes, especially knowledge management, service catalogue management, and service-level management.
• You must be an Australian citizen and be eligible for Federal Government security clearance.