Knowledge Leader, Ict Support Services

2 weeks ago

Brisbane, Queensland, Australia Education Full time

About the Department:

The Department of Education (DoE) is committed to giving all children a great start and ensuring Queenslanders have the education and skills they need to contribute to the social, economic and cultural development of Queensland.

The department sets the foundations for quality early learning experiences and delivers world class education services.

About the Role:

Appointments in the public sector are merit-based and will be assessed by looking at what you have done previously, the knowledge, skills and experience you have built, your potential for development, and your personal qualities.


Responsibilities include:

  • Lead the coordination, planning and organisation of resources required for the effective investigation, authorisation, and approval of ITSM activities and recommendations, including:
  • Development, training and adherence to the KCS process;
  • Administration of the knowledge base; and
  • Development and enhancement of knowledge management tools. (SFIA, Level 5 RSCH)
  • Monitor compliance with knowledge management standards, identify areas for improvement and provide coaching and training to staff as required to maintain or improve levels of service. (SFIA, Level
  • QUST)
  • Research and collate knowledge of new services and projects within DoE.
  • Provide expert advice and support to branch staff on knowledge management processes, including trends, costs, impacts and current performance metrics to ensure a unified branch approach. (SFIA, Level
  • CNSL)
  • Develop and enhance reports that describe service quality and performance of knowledge management standards.
  • Lead and establish initiatives, policies, processes and tools for the delivery and implementation of a quality Knowledge Management process, including analysis and review activities to identify opportunities for business process and service delivery improvements. (SFIA, Level
  • IRMG)
  • Develop and maintain effective communication networks with branch staff and customers to provide opportunities for consultation, review, education and training of the KCS and knowledge management process. (SFIA, Level 5 INOV)
  • Establish and maintain effective working relationships with both internal and external agencies to ensure information provided to departmental staff is accurate and current and all relevant procedures are adhered to.
  • Maintain awareness of opportunities provided by new technology to address challenges or to enable new ways of working (SFIA, Level
  • EMRG).
  • Perform research and investigate new solutions and technologies, including AI, machine learning and chatbots, to evolve the knowledge base and deliver improved business outcomes and efficiencies. (SFIA, Level 5 RSCH).
  • To provide end user support during busy times.
Other responsibilities (as required)

  • Other suitable duties, consistent with the duties and responsibilities of the position as directed by the supervisor or nominated delegate.

Contact Name:
Vignesh Subramniyam, Director ICT Support Services

Closing Date:
Wednesday, 11 January 2023

How to Apply:

  • Attach a brief resume including contact details for 2 referees (referees should have an understanding of your relevant previous work history).
  • Attach a maximum 2pg written statement in response to the attached role description.


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.

Salary rate shown is reflective of full-time (1.0 FTE) #LI-PRIORITYThis work is licensed under a Creative Commons Attribution 3.0 Australia License.

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