Knowledge Management Specialist

1 week ago

Sydney, New South Wales, Australia beBeeKnowledgeManagement Full time $100,000 - $130,000
Job Overview

The Knowledge Management Manager plays a pivotal role in the development and maintenance of our Help Centre, ensuring it remains accurate, current, consistent, and searchable.

Key Responsibilities:

  • Develop and implement policies and procedures for effective governance.
  • Enable and support Subject Matter Experts (SMEs) in creating, publishing, and maintaining high-quality content.
  • Regularly review and upgrade content and structure to ensure relevance and searchability.
  • Ensure the Help Centre meets customer needs by analysing engagement metrics and aligning with best practices.
  • Provide leadership, SME advice, and support to stakeholders on Help Centre structure and content.
  • Engage with stakeholders to promote understanding of how to use the Help Centre effectively.
Requirements

To be successful in this role, you will have:

  • Proven experience in residential lending or a similar field, preferably with multiple lenders.
  • A background in financial services is essential.
  • Experience in managing a knowledge base or a similar role is required.
  • Strong project management and/or change management skills are necessary.
  • Zendesk suite experience, particularly Guide, is highly desirable.
  • Tertiary qualifications in a related business discipline, such as Organisational Psychology or Adult Education, would be beneficial.
  • Excellent stakeholder management and leadership skills are expected.

We value diversity, equity, and inclusion. If you're passionate about delivering exceptional customer experiences and have the skills to drive innovative solutions, we encourage you to apply.

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