Come and join a thriving company and become part of a diverse global collective of free-thinkers, entrepreneurs and industry experts who are all driven to use technology to reimagine what's possible. Capgemini. Get the future you want.For more about why Capgemini visit this link. Let's talk about the role and responsibilities Manage the knowledge management approval flows, ensuring knowledge is not "held up."Work with the SD coaches to ensure SD engineers have the required knowledge artifacts to perform their roles.Work closely with the quality and training lead to ensure user-facing knowledge articles and training affidavits are of the required quality.Review knowledge usage and implement improvements which will increase the usage.Train the chatbot and continuously review the interactions to improve the chatbot relevancy and efficiency.Contribute to the creation of an inspiring, motivational team environment with an open communication culture. Let's talk about the team Our Cloud Infrastructure Services & Modern Work (CIS & MW) practice brings together the right technology, processes, and culture to deliver business agility and cost reduction to our clients. We provide cloud-focused client advisory and delivery services on areas such as hybrid cloud, workplace services, security, service desk, and cloud service management/delivery.Capgemini has proven experience in building cloud strategies that have enabled our clients to adopt a cloud-first approach to achieving their business objectives. Our Cloud Infrastructure Services enable enterprises to overcome the barriers to cloud adoption and manage the real business risks. Let's talk about your capability and experience Minimum 2, ideally 3+ years of experience within a service desk environment.Minimum 1 year experience in working with the management of chatbots.ITIL Foundations certified. Essential Technical Knowledge Requirements Operating Systems Able to provide first level troubleshooting and problem analysis for all client operating systems.Capable of utilizing remote access software (e.g., Remote Desktop) to remotely control desktops.Understand how applications interact with hardware in order to provide first level troubleshooting and analysis.Understands data movement utilities and file permissions and can perform basic maintenance on file systems.Understands backup and restore processes. Security Understands requirements for physical and virtual security within a managed environment, including virus protection. Networking Can verify connectivity within a network, understands TCP/IP and name resolution, and is familiar with infrastructure services (e.g., DNS, DHCP). Essential Behavioral Skills Able to create and maintain documentation for different audiences (e.g., SD and IT users).Excellent communication skills, both verbal and written.Participates in team discussions and activities and respects the opinions of other team members.Shares information and knowledge freely and aids team members.Understands the importance of customer service and the impact it has on the overall customer contract sentiment.Contributes positively to the business improvement process of the organization through active participation in team discussions.Able to make decisions or escalate at the appropriate time, considering the needs of the situation, priorities, constraints, and the availability of necessary information.Able to act in the best interest of both Capgemini team members and our customers in determining solutions to problems.Able to identify and resolve incidents in a methodical and logical manner.Ability to analyze data to identify trends and insights. About Capgemini At Capgemini, we are more than just a business; we are a diverse global collective of strategic and technological experts who are passionate about finding ways technology can help our clients, our people, and our communities get the future they want.Our people are the key to making this vision a reality, which is why we have been recognized by the Australian Workplace Equality Index as LGBTQ+ 'Employer of the Year' and 'Inclusion of Trans and Gender Diverse Employees' for the past two years. We believe in creating a safe, flexible, and inclusive culture where everyone can bring their authentic selves to work, contributing to our inclusive culture and truly belong, and our staff-led community groups are a testament to this commitment. We are committed to being active allies for everyone.We believe by combining the power of the latest technology with our human energy, we can drive sustainable thinking into our operations and the work we do with clients. It's why we are committing to being carbon neutral for our own operations no later than 2025 and across our supply chain by 2030, and committed to becoming a net zero business by 2040.Empower yourself with the knowledge and skills you need to succeed with our access to premier learning platforms, sought-after certifications, and boundless development opportunities. You'll be encouraged to gain at least 40 hours of training each year.For over 50 years our values and ethics have been at the heart of our identity. From our approach to ethics to the way we interact with one another, honesty, boldness, trust, freedom, team spirit, modesty, and fun guide and inspire all we do and have led to us being recognized as one of the World's Most Ethical Companies by the Ethisphere Institute 12 years in a row. Our Commitment to Diversity & Inclusion Don't meet every single requirement for this role? Studies have shown women and people from diverse minority backgrounds are less likely to apply to jobs unless they meet every single requirement. At Capgemini, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly, we encourage you to apply and tell us what you can bring to the role.We understand for some people, a standard hiring process can come with challenges. If you are living with a disability, are gender diverse, or neurodivergent, and we can provide support with access requirements or by making an adjustment to our hiring process, please contact us at. Information Security and Compliance Capgemini Australia has developed and manages process-oriented Management Systems compliant with the requirements of ISO9001, ISO27001, and ISO14001. We are committed to delivering secure solutions and services through state-of-the-art processes and continual improvement frameworks in line with industry best practices as well as contractual, statutory, and regulatory requirements.We strive to ensure you feel respected, informed, and valued through our recruitment process. If your experience falls short of this, we welcome your suggestions for improvement via our Contact Us page on our website.When you join Capgemini, you don't just start a new job. You become part of something bigger.Learn about how the recruitment process works - how to apply, where to follow your application, and next steps.To help you bring out the best of yourself during the interview process, we've got some great interview tips to share before the big day.