Digital Publishing Specialist

At AFCA, we help people find fair outcomes to problems with their bank, insurer, super fund or financial firm.

As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses. We listen to and work with our customers and their financial firms to find solutions to complaints that have gone unheard or unresolved. **That's what AFCA does.**

**About the opportunity**

Joining AFCA means joining an organisation of passionate, intelligent people who are committed to fairness and driving positive change in the financial sector.

The **Digital Publishing Specialist **, reporting to the Manager - Internal and Change Communications in our Communications, Engagement and Brand team, will support the delivery of AFCA's knowledge management roadmap, working with the business to consolidate and migrate knowledge products into a new system in SharePoint Online, and further develop and improve our recently upgraded intranet.

Typically, in this role you will:

- Manage and maintain information on the intranet, including corporate resources, news, and knowledge management.
- Monitor engagement with the intranet, manage the content lifecycle, and implement continuous improvement initiatives in line with AFCA's intranet operating model.
- Work with our Community of Practice to deliver AFCA's intranet strategy, prioritising development to meet business needs.
- Design and implement effective SharePoint solutions for the business in line with industry best practice, AFCA's intranet operating model, and our standards for taxonomy and metadata.
- Act as an in-house expert, upskilling colleagues in developing content for the intranet and knowledge management system, providing training resources.
- Proactively consult with key stakeholders across the business regarding information design and content based on best practice design standards and business needs and trends.
- Support the Communications team to deliver our business plan and strategic initiatives by developing internal communications plans, content, and providing expertise on how to leverage the intranet.
- Perform other duties or functions that could reasonably be expected of this role.

**About you**:
To be successful in this role, you will need:

- Relevant tertiary qualifications or experience in communications, particularly internal communications would be highly desirable.
- Excellent copy-writing skills, with an ability to present complex content in an easily digestible way to a diverse range of stakeholders.
- Excellent written and verbal communication skills with the ability to use tact and diplomacy, negotiate and communicate with influence.
- Customer-focused and committed to providing excellent customer service to all stakeholders.
- Ability to think strategically and convert this into tangible outcomes.
- Strong working knowledge of SharePoint Online or alternative enterprise content management systems (such as SharePoint Server, Confluence, Drupal) including best practice for training and governance.
- Ability to coach, train and upskill colleagues in publishing, SharePoint, and AFCA's knowledge management framework.
- Project planning and change management experience, understanding of agile project management methodologies.
- High level of interpersonal skills and the ability to proactively build relationships with stakeholders at all levels.
- A team player, with emotional intelligence and sound judgment whilst collaborating and cooperating on decisions and initiatives.
- Highly developed service culture, ability to advise and guide others towards mutually beneficial approaches.

**What's on offer**:

- **A full-time or part-time role **in a for-purpose organisation committed to helping the community.
- **Work-life balance and flexibility, **so you can work in a way that best suits you and your family.
- **Hybrid working **from home and our conveniently located CBD offices, with state-of-the-art technology and facilities designed for flexibility, collaboration, and wellbeing.
- **Progressive, flexible and **inclusive leave entitlements, **including 16 weeks paid parental leave, paid gender affirmation leave, extra personal leave and paid time off over Christmas. Plus, study leave to support your professional development.
- **Competitive remuneration **in addition to salary packaging and novated leasing options.
- **Free wellness initiatives **to support you to be your best. From yoga and mindfulness classes to annual skin checks and flu vaccinations, we always strive to support our people to be happy and healthy.
- **Free Employee Assistance Program **for you and your immediate family members. Our external partner is a leading provider of wellbeing and mental health support services. We offer unlimited access to professional support including confidential counselling, wellbeing coaching, financial coaching, dietary and nutrition consultations and introductory legal advice.
- **Professional deve