About this job
About Us
The Department of Education is dedicated to building an inclusive and diverse workforce that reflects the community and schools we support by treating everyone with respect and dignity. This starts with recruitment and selection. The methods of assessing suitability in the recruitment process may vary. This includes making reasonable adjustments to support applicants at all stages of the process and employee lifecycle.
Your Role
The role leads the development, training, and adherence to Knowledge Management processes and administer the knowledge base. You will ensure compliance with standards, identify improvement areas, and provide coaching and training to staff. You will research and investigate new technologies and solutions to enhance the knowledge base and improve business outcomes. Additionally, you will provide expert advice to branch staff on knowledge management processes and develop reports on service quality and performance metrics.
Innovative: Embraces new ideas and stimulates innovation within the team.
Change Leader: Comfortable leading change in complex and ambiguous environments.
- Lead the effective investigation, authorisation, and approval of ITSM activities and recommendations, including:
- Development, training, and adherence to the Knowledge Centre Support (KCS) process.
- Administration of the knowledge base.
- Development and enhancement of knowledge management tools.
- Ensure compliance with knowledge management standards by monitoring adherence, identifying areas for improvement, and providing targeted coaching and training to staff.
- Research, document, and consolidate knowledge on new services and projects within the Department of Education (DoE) to enhance service delivery.
- Broader ITSM Experience (e.g., Incident, Problem, Change, Release, Continual Improvement, Configuration Management etc) in order to cover other ITSM disciplines on an ad-hoc basis where required.
- Potential 24x7 On-Call Rotation participation support as part of operational incident management coverage or other ITSM practices.
About You
The ideal candidate wil have following skills, knowledge and capabilities:
- Experience within the Public sector and large government departments would be advantageous.
- Outstanding communication and interpersonal skills, with the ability to engage effectively with both technical and non-technical stakeholders.
- Ability to deal with ambiguity and have an agile mindset.
- Ability to work under pressure and respond to tight timelines.
- Ability to engage effectively with both technical and non-technical stakeholders.
- Ability to work in a team setting, regularly interacting with the wider ITSM Team.
- Ability to work autonomously, delivering expected outcomes with minimum supervision.
- Be flexible and open to new ideas and have a positive mindset.
- Proven experience in the IT Service Management area.
- ITIL Foundation Certification (ITIL v3 or v4) at a minimum
- Demonstrated experience using ServiceNow ITSM tool
Please refer to the attached role description for any mandatory requirements for this position.
Interested? To Apply:
- Attach a brief resume including contact details for 2 referees (referees should have an understanding of your relevant work history)
- Attach a 1-page written statement about how your achievements and capabilities meet the requirements of the role.
We welcome all applicants to share any support needed to ensure our recruitment process is inclusive.
Applications remain current for 12 months from the closing date and may be considered for appointment to identical or similar vacancies within the Department.
Applications from recruitment agencies will not be accepted.
When working in regulated employment an employee must have a current Working with Children Clearance (blue card) issued by Blue Card Services.
Salary rate shown is reflective of full-time (1.0 FTE).
The Department of Education is a family inclusive workplace. Click here to find out more about our Inclusion and Diversity strategies.
or similar vacancies within the Department.Applications from recruitment agencies will not be accepted.
When working in regulated employment an employee must have a current Working with Children Clearance (blue card) issued by Blue Card Services.
Salary rate shown is reflective of full-time (1.0 FTE).
The Department of Education is a family inclusive workplace. Click here to find out more about our Inclusion and Diversity strategies.