Client Services Knowledge Specialist

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

**About Us**

Through local expertise and global scale, we at **Global Payments** deliver market-leading technology solutions through five regional sub-brands — Eway, Ezidebit, **Sentral,** Pigeonhole Software and Storman.

These brands are anchored by Global Payments, a Fortune 500® brand and commerce leader powering millions of companies around the world, from ambitious startups to enterprise giants.

We make a positive impact on our customers and communities through our values of **Passion, Care, Accountability, Excellence and Ingenuity**. Underpinning our values is an unwavering commitment to Diversity, Equity and Inclusion, woven into our cultural DNA through a multi-year Oceania program focused on two core pillars of action - **Reconciliation and Gender Equity**.

This role is aligned to **Sentral**, a proven web-based software solution that seamlessly manages school administration, student data and so much more. Our tailor-made solutions help administration staff, teachers and school leaders save valuable time to focus on improving school and student outcomes. Sentral is the trusted solution of choice in over 2,000 schools across Australia.

**About the Role**

As a **Client Services Knowledge Specialist,** you will drive knowledge management project and initiatives to enhance service delivery. You will oversee the implementation, improvement, and standardisation of knowledge and process documentation. This role ensures high-quality, efficient, and knowledge-centred service across customer support teams.

Your key responsibilities will include:

- Establish and maintain knowledge base requirements, templates, and documentation standards for CRM and process documentation;
- Lead communities of practice and promote knowledge-centred approaches across teams;
- Identify opportunities to improve client experience and support team efficiency;
- Monitor compliance, report performance, and drive continuous improvement in documentation and processes;
- Partner with support teams to refine knowledge content and processes, providing training as needed;
- Use data insights to create documentation that reduces service desk interactions;
- Manage Salesforce support and documentation projects, ensuring alignment with business needs;

**About You**

We’re looking for a teammate who will stand by our values and bring them to life. A brand ambassador who collaborates, partners and stands with us.

To be successful you will also bring:

- Proven experience in knowledge management and process documentation, particularly with Salesforce or similar CRMs;
- Strong leadership, project management, and stakeholder collaboration skills;
- Excellent written and verbal communication with a sharp attention to detail;
- Familiarity with governance, compliance, and reporting in customer service;

Nice to haves:

- Expertise in continuous improvement and client experience management.
- Ability to handle complex issues and implement innovative solutions.
- Strong influencing and communication skills to drive change and engage stakeholders.
- Visionary mindset to inspire teams and foster a culture of continuous improvement.

Join us to shape and standardise our knowledge management practices, ensuring seamless client services and operational excellence.

**Salary**

The salary range for this role is $87, 000 - 98,000 + superannuation

**Please note that you must have**
- Full work rights in Australia
- Ability to obtain a Working with Children Check
- Ability to obtain an Australian Federal Police Check

**Our Benefits**

**Join a leading global technology brand that offers benefits you’ll actually value, including**:

- Flexible work arrangements that support your unique need;
- 18 weeks paid parental leave for either parent as well as two weeks paid secondary carer’s leave;
- Women in Digital membership, granting you access to a host of member industry events and resources;
- Additional birthday, community giving, wellness and study leave;
- Our free and confidential Employee Assistance Program counselling service and wellbeing resources;
- A jam-packed calendar of cultural celebrations and social activities;
- Global career and professional development opportunities;
- Salary sacrifice and an Employee Stock Purchase Plan.

**Ready to Apply?**
- We respectfully ask that no recruiters contact us with regards to this role._

LI-HYBIRD