NSW Department of Customer Service43 followers526 jobs

Quality Coordinator Knowledge & Training

Mid levelFull-timeHybridSydney NSW, AustraliaPosted 2 months agoVerified 2 days ago
Pending fitX of Y criteria met

About the job

The Quality Coordinator – Knowledge & Training position is an exciting opportunity to uplift service quality and knowledge management within the ICT Service Desk. This job plays a critical role in ensuring that frontline teams deliver high-quality customer outcomes through effective training and knowledge sharing. Collaboration with various stakeholders is key, as the team is dedicated to continuous improvement and delivering exceptional service.

You'll be responsible for

📖

Leading knowledge content management

Lead the capture, authoring, review and publication of knowledge content to ensure it is current, accessible and compliant.
🗂️

Maintaining knowledge base

Maintain a unified and consistent knowledge base across diverse support teams.
🔍

Facilitating knowledge compliance reviews

Facilitate knowledge compliance reviews and quality audits, identifying gaps, risks and improvement opportunities.

Key criteria

📚

Knowledge management experience

Demonstrated experience in knowledge management practices within ICT environments.

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🛠️

ServiceNow ITSM proficiency

Experience using ServiceNow ITSM for knowledge capture and management.

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✍️

Strong written communication skills

Ability to clearly explain complex concepts in writing.

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5 criteria for this job
Knowledge management experience
Demonstrated experience in knowledge management practices within ICT environments.

View

ServiceNow ITSM proficiency
Experience using ServiceNow ITSM for knowledge capture and management.

View

Strong written communication skills
Ability to clearly explain complex concepts in writing.

View

Collaborative stakeholder engagement
Proven ability to influence and engage diverse stakeholders.

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Training initiative development
Experience developing and evaluating training materials for effectiveness.

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