Knowledge Manager

1 week ago

Canberra n Capital Territory, Australia Talent Full time $90,000 - $120,000 per year

Knowledge Manager | ITIL, Knowledge-Centred Support (KCS), ICT Service Operations | Top-Secret | TSPV Cleared

  • Location:
    Canberra, ACT (Onsite)
  • Clearance:
    TSPV Security Clearance (Mandatory)
  • Contract Length
    : 12 months + 2 * 12 months extensions (Based on the Department' discretion)

About the position:

We are seeking an experienced and proactive Knowledge Manager to lead the uplift, governance, and continual improvement of enterprise knowledge management practices. This role will work closely with business areas, platform owners, and service teams to deliver high-quality, user-focused knowledge content that drives self-service, reduces support demand, and enables consistent customer outcomes.

The Knowledge Manager will own the strategic governance of enterprise knowledge bases, ensuring alignment to ITIL frameworks, KCS principles, and industry best practices.

Key responsibilities of the position:

  • Lead, govern, and mature the enterprise knowledge management framework aligned to ITIL.

  • Support business units in building, curating, and maintaining high-quality knowledge articles.

  • Ensure content accuracy, relevance, and usability with tailored audience-driven structures.

  • Establish governance processes covering lifecycle management, reviews, and archiving.

  • Analyse usage, gaps, and feedback to drive optimisation and self-service effectiveness.

  • Embed knowledge creation into operational processes across service and support teams.

  • Provide coaching, templates, and training to uplift capability across the enterprise.

  • Maintain a central knowledge roadmap and contribute to service improvement planning.

  • Champion knowledge-centred support (KCS) and foster a culture of sharing and reuse.

What we are looking for:

  • Demonstrated experience in knowledge management within ICT service or business operations environments

  • Strong understanding of ITIL Knowledge Management frameworks and best practices.

  • Proven ability to support diverse business teams in content creation and repository management.

  • Experience building governance models, review processes, and content lifecycle frameworks.

  • Analytical skills to assess knowledge effectiveness and deliver measurable improvements.

  • Ability to provide enterprise-wide strategic oversight while working autonomously.

  • Background in continuous improvement or service transformation initiatives.

Desirable skills & experience:

  • Familiarity with enterprise service management platforms (ServiceNow, JIRA Service Management, or equivalent)

  • Experience with knowledge-centred support (KCS) certifications or frameworks.

  • Exposure to large-scale government or enterprise ICT environments.

Why join our client?

  • Be the enterprise lead shaping knowledge strategy and uplift across a major organisation.

  • Contribute to service improvement initiatives with measurable impact on customer outcomes.

  • Join a collaborative environment that values continuous improvement and innovation.

To showcase your interest for the position, click on 'APPLY' on our website or for any further information, please contact Sanat Anmadwar on We look forward to seeing how your expertise can help us achieve excellence

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