Knowledge Management Specialist

Location:
- Brisbane- Job Type:
- Permanent- Posted:
- 6 days ago- Contact:
- Nic Gulliver- Discipline:
- General IT
- Reference:
- 254676Our client is a progressive, well established, SME working to help businesses. They were established with the express purpose of supporting modern, innovative business models using technology and know-how that builds capability and creates opportunity for their clients. They have a platform-as-a-service offering capabilities across all functional domains from buy, through to order management, payments, and lifecycle management of the customer. They are embarking on a new journey and are revolutionising their business and expanding their position in the market.

This is an exciting time to join a progressive business about to embrace a rapid technology transformation. They need to hire a talented team of people to join them and assist with the transformation.

We are looking for an experienced Knowledge Management Specialist to join our team and help us launch a new SaaS platform. In this role, you will be responsible for creating content that enables our customers to use the platform effectively and achieve their business goals. You will work closely with the development team and customer support team to gather information about the platform and identify areas where customers need additional guidance or support. You will then create user guides, FAQs, tutorial videos, and other content to help customers get the most out of the platform.

**Responsibilities**:

- Work closely with the development team to understand the SaaS platform's features, capabilities, and limitations
- Monitor customer feedback and support requests to identify areas where additional guidance or support is needed
- Develop a content strategy that supports the customer's journey and business goals
- Create user guides, FAQs, tutorial videos, and other content to help customers use the platform effectively
- Manage and maintain the knowledge base and help center
- Collaborate with the customer support team to ensure that the content is up-to-date and effective
- Host webinars and other training events to help customers get the most out of the platform
- Stay up-to-date with industry trends and best practices to ensure that our content is relevant and effective

**Requirements**:

- Bachelor's degree in a relevant field (e.g., Communications, Information Science, or Business)
- 3+ years of experience in a knowledge management role, preferably with a focus on SaaS platforms
- Strong communication and writing skills
- Ability to translate complex technical information into clear, concise, and easy-to-understand content
- Experience with content management systems and knowledge base software
- Familiarity with digital marketing and customer experience principles
- Ability to work independently and collaborate with cross-functional teams
- If you are passionate about creating content that helps customers succeed and thrive in a rapidly changing digital landscape, we want to hear from you

**Successful applicants will demonstrate**
- Autonomy and the ability to take a high level of personal ownership
- Be customer centric and be proud of what you do
- Authentic, open and communicative

Working in a flexible, hybrid working environment. The role will offer a friendly culture, training and further development as the business is in growth mode and they need the mindset of embracing change and help them scale.
- Diversity and inclusion are strongly supported at Peoplebank. People of all nationalities, gender identities, and cultural backgrounds, including Aboriginal and Torres Strait Islander Peoples, are encouraged to apply._