Knowledge Management Consultant

4 weeks ago

Burwood, Australia Transport For NSW Full time

Organisation/Entity: Transport For NSW- Job category: Administration & Office Support- Job location: Burwood, NSW, AU, 2134- Job reference number: 86192- Employment type: Fixed Term Full-Time- Salary range: $123470.0-$138284.0**About us**

Transport for NSW keeps our State moving by providing safe, integrated and efficient transport systems. We put our customers at the centre of everything we do - and we do a lot. We connect people, communities and industry and manage how they use our road, rail and maritime networks and services, and even active modes like walking and cycling. The work we do connects the journeys you take every day.

We are a state government organisation made up of more than 28,000 people and we're in the middle of delivering the largest transport infrastructure program in Australia's history. We work across planning, policy and procurement, harnessing data and technology to develop smarter and more adaptive transport solutions.

That means job opportunities in metropolitan and regional areas across NSW - and you have the chance to be part of creating a lasting legacy that will benefit generations to come.

Find out more about Transport for NSW

**About the team**

The Asset and Workplace Services Contracts Team supports the cluster to manage a range of contracts, including in the property maintenance, facilities management, fleet, workplace services, travel and security space. The role will closely work with both internal and external stakeholders to ensure quality knowledge articles and effective change management and communications are in place to promote the adoption of self-service options by customers to improve service efficiency and increase customer experience.

**The opportunity**

Right now, we have an opportunity for a **Knowledge Management Consultant** to join us in Corporate Services division of Transport for NSW. This is a Fixed Term full-time opportunity until 30/06/2024. Though the base location for the role is Burwood, we offer flexible working arrangements.

To learn more about how we work flexibly at Transport, visit our website

The primary purpose of this role is to manage a knowledge management framework (accountabilities, processes, technology and governance) with the goal of ensuring that customers and front-line staff are able to access accurate and relevant information in a timely manner to resolve enquiries and facilitate the processing of transactions.

**What you will be involved in**
- Coordinate the capturing, authoring, refining and publishing of knowledge items such as Knowledge Articles, User guides, Work Instructions and other operational support material to ensure content is current, fit-for-purpose and relevant, and meets policy and branding compliance requirements.
- Coordinate a team of front-line staff to develop accurate easy-to-use knowledge content and manage the approval process for content development with Service Line Managers and Service Line Owners.
- Maintain and improve the knowledge content quality by facilitating compliance reviews and audits and drive improvements to areas where understanding rates are low or where no information exists on My Transport.
- Working closely with TSS Business Systems contribute to the development of system functionality and enhancements to My Transport, including ensuring that search and retrieval processes are effective and enable customers and staff to access the right content at the right time.
- Utilising an analysis of usage rates of My Transport, drive initiatives to increase the use of the automated service option (tier 0) to minimise issues that require escalation to tier 1 and improve overall customer experience.
- Develop, manage, measure and report on knowledge management metrics to determine value and contribution to efficiency and customer experience.
- Provide capability development including workshops, one on-one guidance and training to front-line teams to train them in accessing knowledge articles, as well as gaining their feedback for the improvement of the knowledge base.

Please click here to view a copy of the role description.

**About you**

To be successful in this role, you will need to have:

- Advanced knowledge of how knowledge management can be used to drive material improvements in service delivery environments.
- Tertiary qualifications or demonstrated, relevant, equivalent professional experience.
- Excellent verbal and written communication skills.
- Experience in Change management is desirable
- Strong Stakeholder management and documentation skills.

**Salary and Benefits**

The salary for this position is Transport Service Grade 8 ($123,470 to $ 138,284) per annum plus superannuation and leave loading.

For more information on Employee Benefits at TfNSW please click here.

**Interested?**

Joining Transport for NSW, you’ll have access to a range of unique government benefits in a flexible work environment like no other. If you’re ready to step into this meaningful a

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