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 our knowledge management projects 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:

- ** Develop & Maintain Knowledge Resources** - Design and standardize knowledge base content, templates, and process documentation within CRM systems (Salesforce or similar);
- ** Drive Learning & Collaboration** - Lead communities of practice and champion knowledge-centred approaches across teams;
- ** Enhance Client Experience** - Identify opportunities to optimize support team efficiency and improve customer outcomes;
- ** Measure & Improve** - Monitor compliance, track performance, and implement continuous improvements in documentation and processes;
- ** Enable Learning** - Partner with support teams to refine knowledge content and provide **training where needed** to boost adoption;
- ** Leverage Data Insights** - Use analytics to create documentation that reduces service desk interactions;

**About You**:
You'll have experience in designing and standardising knowledge base content, creating templates, and developing process documentation. Passionate about **shaping knowledge management strategies**, you thrive on **enhancing learning experiences** and **driving operational excellence** in client services.

To be successful you will also bring:

- Experience in **learning & development, instructional design, or knowledge management**, with a focus on documentation and process improvement;
- Strong skills in **content creation, technical writing, and stakeholder engagement;**:

- Background in **Salesforce or similar CRM knowledge management;**:

- Passion for **continuous learning, compliance, and driving efficiency**.

Nice to haves:

- Expertise in **client experience and continuous improvement methodologies;**:

- Ability to **influence change and engage stakeholders** effectively;
- A **visionary mindset** to foster a culture of knowledge-sharing and operational excellence.

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 caree