Knowledge Manager

1 week ago

Sydney, New South Wales, Australia beBeeKnowledgeManagement Full time $120,000 - $140,000
Job Title: Knowledge Management Specialist (ServiceNow)

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

This role offers an exceptional opportunity for an innovative professional who is passionate about knowledge management and its impact on service delivery, efficiency, and outcomes.

  • Develop and execute a strategic KM adoption plan that aligns with business objectives and drives engagement with ServiceNow as the central knowledge platform for IT Service Management processes.
  • Collaborate with cross-functional teams to embed KM best 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.
About You

We require a 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 is essential.

Excellent communication and facilitation skills, with the ability to engage diverse stakeholders and translate technical concepts into practical guidance is also required.

A data-driven mindset, with the ability to interpret usage metrics and feedback to improve KM practices is necessary.

Project coordination skills, with experience running awareness campaigns, workshops, and onboarding initiatives is also an advantage.

Familiarity with accessibility and content standards, ensuring materials are inclusive and aligned with organisational policies is highly valued.

A collaborative approach, working across teams to embed KM into business processes and support continuous improvement is crucial.

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