Knowledge & Service Catalogue Manager

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.

What’s in it for you?

• 3 days in the office, 2 days remote – with flexible hours to suit!
• Inclusive paid parental leave, up to 14 weeks for the primary care giver
• All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’
• Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn a MBA micro-credential via OptusU (University)
• Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network
• Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon!

Keen to see what it’s really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes!

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au along with your preferred method of contact and we will be in touch.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.