Knowledge Analyst

3 months ago

Sydney, Australia Healthdirect Australia Full time

Work for Australia's largest virtual care provider
- Initial 6 month fixed-term contract
- Hybrid working (2 days) in our Haymarket office, near Central station

**About us**

At Healthdirect Australia we work with purpose and dedication to help Australians actively manage and improve their health.

Our virtual services are easily accessible via multiple channels, including helplines, video call solutions and websites and cater for Australians at all stages of life, ranging from practical and emotional support during pregnancy through to advice about aged care and helping Australians through the COVID-19 pandemic. No matter where people live, or what time of the day or night it is, they can use our services to talk to a health professional, find trusted information and advice online and locate their closest health service.

**About the opportunity**

***
Reporting to the Service Delivery Lead, My Aged Care, this role will be responsible for ensuring currency of information and the design and implementation of effective process flows across the My Aged Care service both internally and externally. Acting as a steward of knowledge across the service, the role will work closely with the fund provider and contact centre to analyse feedback and introduce change in an agreed timeframe.

Key responsibilities of this role include:

- Maintain high quality, up-to-date, and searchable content for audiences of varying skill levels.
- Leverage analytics to evaluate business impact, track the usage and define efficiency of the knowledge base content.
- Establish writing guidelines based on knowledge base best practices and develop the team to ensure they are achieving or surpassing them.
- Ensure the currency of internal documents and processes through regular review cycles
- Provide regular reporting on the usage and opportunities present within the knowledge base

**You can contribute through your**:

- Experience with knowledge management systems
- Proven working knowledge of managing contact centre deliverables.
- Excellent report writing and data analysis skills.
- A strong interest in new Business Optimisation advancements

**Why work with us**

We believe our strength comes from our talented and dedicated staff. We are committed to working together to create a culture where you can bring your whole self to work.

Our benefits include:

- Flexible work arrangements (2 days per week in office, pro-rated for part time employees);
- 14 weeks company Paid Parental Leave for both parents;
- Multi-dimensional wellbeing program that is run by our people for our people;
- Individual curated learner journeys to support you to expand your capabilities and unlock your talent.

To find out more about Healthdirect, and our vision for a healthier Australia, please visit our website - about.healthdirect.gov.au

As an Equal Opportunity Employer, we respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.

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