Knowledge Manager

3 days ago

Canberra, ACT, Australia Charterhouse Full time $90,000 - $120,000 per year

We are representing a major federal program currently seeking a Knowledge Manager to drive the management, refinement, and sharing of knowledge across critical ICT service lines.

This role sits at the heart of Service Management, ensuring knowledge is created, maintained, and leveraged effectively to improve performance, decision-making, and service delivery.

NV1 mandatory & Canberra based only 

Key Responsibilities

  • Manage the end-to-end knowledge management process for all incidents.
  • Own all KM KPIs, reporting, and procedures.
  • Create, refine, and publish knowledge objects, ensuring content is structured, accurate, and accessible.
  • Identify exceptions, deviations, and process gaps, implementing corrective actions.
  • Drive continuous improvement of KM processes, reporting, and compliance.
  • Communicate new and updated policies to stakeholders.
  • Establish and monitor measurements and targets to improve KM effectiveness.
  • Assess and report on the performance of KM processes across teams.
  • Enable knowledge sharing through portals, training programs, and brainstorming sessions.
  • Harvest, evaluate, and submit ideas and knowledge contributions to the Knowledge Base Owner.
  • Leverage collaboration and information technologies to support KM processes.
  • Promote effective knowledge use at the service line, team, and individual level.

Skills and Experience

  • Strong background in Knowledge Management within IT Service Management (ITSM).
  • Familiarity with ITIL frameworks and federal program environments.
  • Ability to critically evaluate the value of knowledge within an organisation.
  • Proven experience in refining, structuring, and distributing knowledge.
  • Skilled in using modern collaboration and information technologies to enable KM.
  • Strong analytical and communication skills.

For a confidential discussion, reach out to Marianne Cohen

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