Knowledge Management Coordinator

2 weeks ago

Sydney, Australia Goodman Fielder Full time

Flexible work arrangements (3 days per week in the office)
- Join a positive and collaborative team culture
- Join a Leading Global FMCG organisation

The Company
Goodman Fielder is a leading regional food company across Australia, New Zealand and the Asia Pacific. We have a portfolio of iconic and trusted brands Australians have grown up with and put in their supermarket trolleys weekly, including Helga's, Wonder White, Praise, White Wings, MeadowLea, and many more. Our vision is to be the leading and most innovative local food company, creating food that people love.
We value our people at Goodman Fielder and recognise that our success depends on our ability to attract and retain talented people.
The Opportunity
We have a newly created opportunity for a Knowledge Management Coordinator to join our team based in Macquarie Park, Sydney. This role focuses on managing and maintaining the Service Desk's knowledge base, ensuring its accuracy, relevance, and effectiveness in supporting operational needs. Additionally, the role involves creating user-facing materials to promote awareness and self-service capabilities, thereby reducing reliance on direct Service Desk assistance.

**Key Responsibilities**:

- Identify and implement opportunities to improve the Service Desk knowledge base and management practices, ensuring alignment with ITIL guidelines.
- Promote and ensure compliance with knowledge management standards and best practices within the Service Desk team.
- Ensure timely and accurate publication and regular review of knowledge base content, updating as necessary.
- Develop and deliver user guides and instructional materials to empower end-users and reduce reliance on Service Desk support.
- Provide backup support for the Service Desk team by managing tickets and calls during peak times or staff shortages.

**What you need**:

- Good understanding of knowledge management principles and ITIL framework.
- Excellent written and verbal communication skills with attention to detail.
- Ability to work independently and collaboratively, prioritizing tasks effectively.
- Experience with knowledge management software and IT service management frameworks; ITIL4 Foundation certification is desirable.
- Minimum of 1-2 years of experience in IT Service Desk or knowledge management roles.
- Capable of effectively communicating complex technical concepts to non-technical stakeholders and understanding information architecture principles.
- Legal working rights within Australia

**What to expect from us**:
With continual growth and new product development on the horizon, you will experience an innovative and autonomous environment where you are a valued part of our overall success. You will work within cross-functional teams and with highly experienced professionals who know our business inside out.
At Goodman Fielder, we aim to be the destination employer offering long-term careers.

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