Chief Knowledge Architect

6 days ago

Sydney, New South Wales, Australia beBeeKnowledge Full time $90,000 - $120,000
Transforming Information into Impact

We are seeking a dynamic Knowledge Management Specialist to lead the charge in transforming how our teams access, share, and apply knowledge through our ServiceNow platform.

This role 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. By simplifying the experience, designing engaging enablement activities, and championing best practices, you'll help build confidence and capability across the organisation.

You will work closely with service delivery teams, content owners, and platform stakeholders to ensure knowledge is easy to find, use, and maintain-ultimately helping people do their best work with the right information at their fingertips.

About the Role
  • 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.
  • Collaborate with cross-functional teams (e.g. IT, service delivery, internal communications) 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.

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