Knowledge Management Specialist

3 days ago

Sydney, New South Wales, Australia Total System Services Full time

Global Payments is a leading global technology brand that empowers millions of people to move money between buyers and sellers using our payments solutions.

We are driven by our passion for success and deliver best-in-class payment technology and software solutions. As a Client Services Knowledge Specialist, you will drive knowledge management projects and initiatives to enhance service delivery across customer support teams.

About the Role

This role ensures high-quality, efficient, and knowledge-centred service. Key responsibilities include:

  • Establishing and maintaining knowledge base requirements, templates, and documentation standards for CRM and process documentation;
  • Leading communities of practice and promoting knowledge-centred approaches across teams;
  • Identifying opportunities to improve client experience and support team efficiency;
  • Monitoring compliance, reporting performance, and driving continuous improvement in documentation and processes;
  • Partnering with support teams to refine knowledge content and processes, providing training as needed;
  • Using data insights to create documentation that reduces service desk interactions;
  • Managing Salesforce support and documentation projects, ensuring alignment with business needs;
  • Overseeing process flows, knowledge base articles, templates, and email content.
About You

To be successful, you will bring proven experience in knowledge management and process documentation, particularly with Salesforce or similar CRMs. Strong leadership, project management, and stakeholder collaboration skills are essential.

Excellent written and verbal communication with a sharp attention to detail are also required. Familiarity with governance, compliance, and reporting in customer service is necessary.

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