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Knowledge Management Strategist

2 months ago

Melbourne, Victoria, Australia Transurban Full time

About the Role

We are seeking a Knowledge Management Strategist to lead the knowledge management strategy for Customer Service, collaborating with key stakeholders to provide the appropriate tools, framework, and approach to knowledge management principles and practices.

This is a challenging and exciting opportunity to contribute to lasting and positive changes that shape the future of our cities and communities.

Key Responsibilities

  • Lead the Knowledge Management team, providing coaching and leadership to the Knowledge Management Specialists
  • Support the development of and implement the knowledge management strategy for Customer Service
  • Work collaboratively with key stakeholders, identify, source, and deliver the right knowledge management platform
  • Use data and reporting insights to provide recommendations for continued improvement in the way Customer Service manages the scoping, documenting, and producing of processes
  • Identify and deliver ways of increasing engagement with the KM tool as the single source of truth and deliver improvements within the tool

Requirements

  • Minimum 5 years' experience leading the strategy for a knowledge management function (ideally in a contact centre environment) and implementing frameworks and best-practice methods
  • Experience in leading, developing, and managing the performance of teams and well-developed coaching skills
  • Strong knowledge of knowledge management platforms and advancing knowledge management technologies (eg AI and Agent Assist)
  • Well-developed interpersonal and written communication skills

What We Offer

  • A range of flexible working and leave options, including the option to purchase an additional six weeks of leave each year
  • 16 weeks paid parental leave (regardless of gender or carer status), with no waiting period, with Superannuation paid during unpaid leave as well
  • Learning and development opportunities to support your career interests
  • Health and wellbeing support—access to Headspace and our EAP program, wellness facilities, and more
  • Share offers and insurance benefits
  • Social activities, community give-back programs and paid volunteer days

We are committed to creating a workplace that is inclusive and respectful of all employees, regardless of their background, culture, or identity. We encourage applications from candidates of diverse backgrounds and lived experiences.