CX Enablement Analyst

Our Purpose 

Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in. 

About the Role 

The CX Enablement Analyst plays a key role within Service Operations, supporting the ongoing development and optimisation of Knowledge and Service Catalogue capabilities. 

This role focuses on ensuring that knowledge articles and catalogue items are structured, governed, and continuously improved to enable consistent, high-quality outcomes across the Service Desk and broader support teams. Working closely with operational, technical, and platform teams, the analyst will help align service processes with ServiceNow capabilities to improve user experience, increase first contact resolution, and reduce failure demand. 

This is not a platform engineering role. It is a service enablement role, focused on process, data quality, and operational outcomes, working in partnership with platform teams to deliver improvements. 

Key Responsibilities 

Service Catalogue & Knowledge Enablement 

• Support the design, creation, and ongoing maintenance of ServiceNow catalogue items and knowledge articles  

• Ensure catalogue and knowledge structures align with service operations processes and data models  

• Maintain high standards of data quality, consistency, and usability across catalogue and knowledge content  

• Identify gaps in catalogue coverage and knowledge availability, and coordinate improvements  

Governance & Process Alignment 

• Ensure catalogue and knowledge practices align to ITIL and Datacom service management standards  

• Support governance activities including lifecycle management, review cycles, and content quality checks  

• Work with resolver groups to ensure content ownership and accountability are clearly defined  

• Assist in embedding Knowledge Centred Support (KCS) and standardised catalogue practices  

Stakeholder Coordination 

• Work closely with Service Desk, resolver groups, and service owners to gather requirements and feedback  

• Collaborate with platform and technical teams to translate operational needs into ServiceNow outcomes  

• Facilitate communication between business and technical teams to ensure aligned delivery  

• Support training and enablement activities to drive adoption of catalogue and knowledge practices  

Continuous Improvement 

• Analyse usage, performance, and feedback data to identify improvement opportunities  

• Support initiatives that improve first contact resolution, reduce rework, and enhance user experience  

• Contribute to Service Improvement Plans (SIPs) and ongoing optimisation of service operations  

• Assist in reporting and tracking key metrics related to knowledge usage and catalogue effectiveness  

Required Skills & Experience 

• Proven experience working with ServiceNow Service Catalogue and/or Knowledge Management  

• Solid understanding of IT Service Management principles and ITIL practices  

• Experience supporting service operations environments, ideally within a managed services context  

• Strong attention to detail with a focus on data quality and process consistency  

• Ability to work across multiple teams and coordinate activities to achieve outcomes  

• Strong communication skills, both written and verbal  

Preferred Experience 

• Experience contributing to catalogue design, request workflows, or knowledge frameworks  

• Familiarity with Knowledge Centred Support (KCS) practices  

• Exposure to reporting and performance analysis within ServiceNow  

Why Join Us Here at Datacom? 

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. 

Our people are at the centre of what we do. You will be recognised and valued for your contributions, with opportunities to grow your capability, develop your career, and work in a collaborative, supportive environment. 

We operate at the forefront of technology, supporting some of the region’s largest organisations, ensuring there is always opportunity to learn, improve, and make an impact.