Knowledge Management and Communication Practitioner

Discovery – IT Servicing / Technology Services – Knowledge Management and Communication Practitioner

To define and oversee IT Servicing’s Knowledge Management strategy and to support IT Servicing in translating information into knowledge to drive improvements into user self‑service, first contact resolution and shift left initiatives. To manage all communication for 529Help and Technology Services. Be the custodian of all documentation pertaining to the IT Service Centre.

Knowledge Management

• Development of the IT Servicing Knowledge Management strategy.
• Ensure that all existing information is consolidated into meaningful knowledge cases.
• Ensure that knowledge cases are available for use within user self‑service and the IT Servicing Team.
• Ensure that a central knowledge repository exists.
• Ensure that knowledge is used effectively within user self‑service and the IT Servicing team and that usage can be track...