Transformative Knowledge Management Professional

3 days ago

Sydney, New South Wales, Australia beBeeKnowledgeManagement Full time $90,000 - $120,000

We are seeking a skilled Knowledge Management Specialist to lead our efforts in transforming how our teams access, share, and apply knowledge through our ServiceNow platform. As the ideal candidate, you will be at the forefront of building a knowledge-driven culture, guiding teams in understanding how knowledge can enhance service delivery, improve efficiency, and drive better outcomes.

Job Description:

The Knowledge Management Specialist will develop and execute a KM adoption strategy that aligns with business goals and drives engagement with ServiceNow as the central knowledge platform for IT Service Management processes. This role will collaborate with cross-functional teams (e.g., IT, service delivery, internal communications) to embed KM practices into daily workflows and business processes.

Key Responsibilities:

  • Develop and implement a KM adoption strategy that drives engagement with ServiceNow
  • Collaborate with cross-functional teams to embed KM practices into daily workflows and business processes
  • Monitor usage and engagement metrics within ServiceNow, using insights to refine content, improve discoverability, and inform future campaigns
  • Create engaging learning experiences through visual guides, walkthroughs, and short videos, while leading training sessions, onboarding support, and awareness campaigns to build confidence and capability in using ServiceNow for knowledge management
  • Ensure content is easy to navigate and understand, aligning it with user needs and organisational goals
  • Continuously improve KM systems and processes through regular audits, stakeholder feedback, and data-driven enhancements

Requirements:

To be successful in this role, you will require:

  • Strong understanding of Knowledge Management principles, especially in service delivery environments
  • Experience with ServiceNow or similar platforms, including knowledge base configuration, user engagement, and adoption strategies
  • Excellent communication and facilitation skills, with the ability to engage diverse stakeholders and translate technical concepts into practical guidance
  • Content design and enablement expertise, including creating visual guides, walkthroughs, and training materials
  • Data-driven mindset, with the ability to interpret usage metrics and feedback to improve KM practices
  • Project coordination skills, with experience running awareness campaigns, workshops, and onboarding initiatives
  • Familiarity with accessibility and content standards, ensuring materials are inclusive and aligned with organisational policies
  • Collaborative approach, working across teams to embed KM into business processes and support continuous improvement

Preferred Qualifications:

Bachelor's degree in information technology, Computer Science, or a related field (desirable). Certification in Knowledge-Centred Service (KCS) or similar KM frameworks, Qualifications in Instructional Design, Digital Learning, or Content Strategy. Familiarity with change management methodologies (e.g., Prosci, ADKAR).

Benefits:

This is an exciting opportunity to join a forward-thinking organisation and contribute to the development of innovative solutions. We offer a dynamic work environment, opportunities for professional growth and development, and a competitive remuneration package.

About Us:

We are committed to equity, diversity, and inclusion through key initiatives. We welcome and encourage applicants from diverse backgrounds to apply, including Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse background, those living with a disability and from the LGBTQ+ community.

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