Knowledge Management Specialist

Knowledge Management Specialist (ServiceNow) - FTC to June 2027

Join to apply for the Knowledge Management Specialist (ServiceNow) - FTC to June 2027 role at Reserve Bank of Australia

Knowledge Management Specialist (ServiceNow) - FTC to June 2027

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Join to apply for the Knowledge Management Specialist (ServiceNow) - FTC to June 2027 role at Reserve Bank of Australia

We are seeking an experienced and strategic Knowledge Management (KM) Specialist with deep expertise in ServiceNow to lead the design, implementation, and launch of our knowledge management capability. This role is critical in shaping how knowledge is captured, curated, and shared across the organisation to drive efficiency, innovation, and collaboration.

You will be responsible for optimising the KM framework, configuring ServiceNow Knowledge Management, and leading the change management and adoption strategy to ensure successful uptake across the business.

• Fixed Term Contract to June 30th 2027
• Hybrid Work Environment
• Impactful work that makes a difference

We are seeking an experienced and strategic Knowledge Management (KM) Specialist with deep expertise in ServiceNow to lead the design, implementation, and launch of our knowledge management capability. This role is critical in shaping how knowledge is captured, curated, and shared across the organisation to drive efficiency, innovation, and collaboration.

You will be responsible for optimising the KM framework, configuring ServiceNow Knowledge Management, and leading the change management and adoption strategy to ensure successful uptake across the business.

• Design and implement a scalable Knowledge Management strategy.
• Configure and optimise the ServiceNow Knowledge Management module, including taxonomy, workflows, templates, and governance.
• Develop and implement a process and solution for project delivery teams to ensure that all necessary knowledge for supporting business operations is effectively captured and maintained throughout the project lifecycle.
• Collaborate with IT and other departments to identify knowledge needs and integrate KM into business processes.
• Develop and execute a launch and awareness campaign to promote the KM capability.
• Create training materials, run workshops, and support champions to drive adoption and engagement.
• Establish governance models, content lifecycle processes, and quality standards.
• Create and maintain reports and dashboards to monitor usage, analyse metrics, and continuously improve the KM system based on feedback and data insights.
• Ensure compliance with organisational policies and industry standards in all knowledge management activities.
• Conduct regular audits to ensure the quality and relevance of knowledge content.
  
  

• Proven experience in Knowledge Management.
• Hands-on experience with ServiceNow Knowledge Management (configuration, administration, and optimisation).
• Strong understanding of KM principles, content strategy, and information architecture.
• Experience leading change management and adoption initiatives.
• Excellent communication, facilitation, and stakeholder engagement skills.
• Ability to work independently and collaboratively in a fast-paced environment.

Qualifications

Education: Bachelor's degree in information technology, Computer Science, or a related field.

Certifications: Certified Knowledge Manager (CKM), ITIL certification or familiarity with ITSM practices, Human Centred Design (desirable).

Why RBA?

The RBA makes an important contribution to the Australian economy through the pursuit of national economic policy objectives and associated activities in financial markets and banking. We also issue Australia's banknotes and operate infrastructure critical to the payments system, all of which contribute to the welfare of the Australian people. Made up of specialists across a wide range of fields, our people, values, and culture play a critical role in achieving our objectives. Striving to be Open & Dynamic, we consider and incorporate different perspectives, work across teams and are transparent with each other, whilst delivering quality together effectively and focusing on outcomes by prioritising, testing, learning, and refining as we go. Our people conduct themselves with a high degree of integrity, while striving for excellence in the work they perform and the outcomes they achieve. We encourage intelligent inquiry and we tre