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Knowledge Article Writers – Enterprise Service Management (multiple positions)

Apply before 6PM (AEDT) on: Monday, July 12, 2021

Australian Capital Territory


Agency / Department

Department of Agriculture and Water Resources

Experience Level


Employment Type


Expected Rate (inc. Super)

$110 per hour***

Overview and Responsibilities

The Chief Information Officer (CIO) leads the Information Services Division (ISD) and is responsible for the management and delivery of Information and Communications Technology (ICT) services across Australia and overseas for the department. The CIO develops the department’s ICT strategy, with ISD responsible for ICT systems and associated capability to deliver business outcomes for the department, working in conjunction with key ICT service providers. The Client and Cyber Services Branch is responsible for supporting our client’s ICT needs and looking after Cyber Security. The successful applicant will work with the Client Services team to drive a program of work responsible for the delivery of an enterprise service management capability. This position will report to the Director of Client Services and will be supported by a team of project support staff. These positions will be responsible for: -consolidating the departments knowledge base articles into one ITSM platform following a machinery of government change in 2020. -Driving end user adoption of ‘self-service’ through the ITSM Platform portal -reviewing and redrafting all knowledge base articles into a modern template (service desk and end user) -responding to feedback provided by end users through ‘Rate this Article’

Essential Criteria

1. Demonstrated understanding of First Level Support functions on an IT Service Desk, Self Service Portals and the role of the Knowledge Base.
2. Demonstrated ability to quickly grasp new concepts, develop both business and technical contexts and adjust documentation language according to target audiences
3. High level communication and interpersonal skills, including the ability to liaise effectively with a range of stakeholders and negotiate with business and technical personnel
4. Demonstrated understanding of ITIL , Request and Incident workflows

Desired Criteria

Security Clearance

Ability to Obtain baseline clearance

Contract Extensions

2 x up to 12 months

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