Knowledge Content Specialist

HUB24 leads the wealth industry as the best provider of integrated platform, technology and data solutions. At HUB24, we know the smartest investments start with our people. We are innovative and ambitious, and we move fast.

At HUB24, we empower our employees to bring their ideas and creativity to work. Rather than getting bogged down in bureaucracy and red tape, we build a culture that supports our team members to have a real impact on our business and the success of our customers.

HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB)

THE HUB24 STORY
We think creatively and we're not constrained by traditional thinking or barriers to success. We're led by experts, realists with ideas, grounded in commercial reality who are bold enough to visualise the future a little differently and to advocate for what matters to our clients. We are here to lead change and are committed to empowering better financial futures for more Australians.

Benefits And Life At HUB24
Learn more about our employee benefits HERE.

Job Summary
We're looking for a Knowledge Content Specialist to join HUB24's Knowledge & Change Delivery team. In this role, you'll help bring clarity and simplicity to complex information by creating engaging, easy-to-follow support content focused on our external facing knowledge base 'SupportHUB'.

Your work will ensure sure our guides, FAQs, and resources are accurate, user-friendly, and discoverable. You'll collaborate closely with colleagues from across the business—including product, operations, business analysts, and knowledge champions—as well as external partners like Zendesk and financial advisers.

This is a role where your skills in storytelling, empathy, connection and driving delivery will shine—helping people access the right knowledge at the right time and empowering them to do their best work.

Responsibilities
External Knowledge Base – SupportHUB

• Lead updates to our external-facing knowledge base, SupportHUB, with guidance from the Knowledge Management (KM) Manager.
• Collaborate with subject matter experts (SMEs) and department leads to source, draft, refine and finalise content.
• Create and maintain procedure guides, FAQs, glossaries, overview pages and other knowledge artefacts.
• Develop supporting visuals such as diagrams, images and instructional videos.
• Publish approved content in line with brand voice and style.
• Follow content quality guidelines and templates to ensure clarity and accessibility.

Internal Knowledge Base

• Support the KM Team in building and maintaining content for our internal knowledge base, adhering to style and writing standards.

Collaboration & Stakeholder Engagement

• Facilitate content workshops and review sessions with SMEs.
• Build trusted relationships across the business to promote open knowledge-sharing.
• Support change initiatives including go-live communications, awareness sessions and training.
• Partner with department leads to ensure content reflects evolving product offerings.

Knowledge Base Administration

• Assist the KM Manager with backend setup including permissions, rules, tags and templates.
• Optimise content for discoverability via generative AI and search tools.
• Maintain governance standards and ensure technical accuracy.

Knowledge Governance & Community

• Maintain content maps, registers and governance reports.
• Apply content lifecycle practices such as archiving, updates and renaming.
• Act as a point of contact for knowledge management queries.
• Support and nurture knowledge champions to foster a culture of shared learning.

Requirements

• Strong delivery and execution skills, with demonstrated experience in proactively driving deliverables, reaching milestones and maintaining schedules.
• 2+ years' experience in one or more of the following:
• Technical writing or communications
• Instructional design
• UX writing
• Knowledge management
• Business analysis with a communications or training focus
• Demonstrated experience writing clear, instructional resources (guides, FAQs, troubleshooting, system user guides).
• Excellent communication skills—both written and verbal—with a natural ability to adapt your style to different audiences.
• Strong relationship-building skills and an approachable, collaborative style.
• Experience gathering knowledge from SMEs through interviews, workshops, or documentation.
• Strong critical thinking and problem-solving abilities.
• Proficiency with Microsoft 365 suite and collaboration tools (Teams, Forms, whiteboarding, surveys).

Desirable

• Experience creating instructional videos and multimedia content.
• Familiarity with editing or creating SharePoint pages and managing document libraries.
• Awareness of how generative AI can enhance knowledge management practices.
• Experience in e-learning module creation and storyboarding.

The Recruitment Process

• Acknowledgement email once your application has been submitted.
• Our Talent team will start reviewing your application. If unsuccessful, you will be notified.
• If your application progresses to the next stage, our Talent team will be in touch to discuss your alignment with the role.
• If you're a person with an impairment or disability, this is an opportunity to share with us any accessibility requirements that you may have for the role.
• Should you require any accommodations to the recruitment process, please email , and one of our team will contact you.
• Interviews can happen virtually or face-to-face with the hiring manager or other members of the broader team. Depending on the role, there may be more than two interviews.
• Communication of outcomes to successful and unsuccessful candidates and feedback provided.
• As part of our process, a police check will be conducted on all successful candidates*. Further details on our HUB24 Group Recruitment Privacy Collection notice can be found here.

2024 Circle
Back
Initiative Employer
– we commit to respond to every applicant.

Endorsed by
WORK180,
we are proud to be recognised as an employer of choice for women.

We have been nominated and placed on the
BOSS Best Places to work list.
Seek Star Awards Nominated as a finalist for the
Best Employer Brand Initiative
HUB24 is an equal opportunity employer.
We are committed to creating an inclusive environment where diverse perspectives are valued and every individual is treated with respect. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disabilities, people from culturally and linguistically diverse communities, and people of all gender identities and sexual orientations. If you require adjustments to the recruitment process or have accessibility requirements, please let us know – we're here to support you