Knowledge Manager

Be responsible for the continual optimisation of processes
- Join an organisation dedicated to helping Australians improve their health
- Hybrid working between home and our Haymarket office, near Central station

**About us**

Healthdirect Australia is a government-owned, not-for-profit organisation who works with purpose and dedication to help Australians actively manage and improve their health.

Our virtual services are easily accessible via multiple channels, including helplines, video call solutions and websites and cater for Australians at all stages of life, ranging from practical and emotional support during pregnancy through to advice about aged care and helping Australians through the COVID-19 pandemic. No matter where people live, or what time of the day or night it is, they can use our services to talk to a health professional, find trusted information and advice online and locate their closest health service.

**About the opportunity**

Reporting to the Service Delivery Lead, My Aged Care, this role will be responsible for ensuring currency of information and the design and implementation of effective process flows across the My Aged Care service both internally and externally. Acting as a steward of knowledge across the service, the role will be responsible for the continual optimisation of processes and ensuring that knowledge is shared within the service through the removal of silos and effective review cycles.

Key responsibilities of this role include:

- Define the knowledge management strategy for our knowledge base and maintain high quality, up-to-date, and searchable content for audiences of varying skill levels
- Leverage analytics to evaluate business impact, track the usage and define efficiency of the knowledge base content.
- Coach and develop a team of authors to ensure that feedback is actioned quickly, and knowledge is easily accessible to new audiences.
- Establish writing guidelines based on knowledge base best practices and develop the team to ensure they are achieving or surpassing them.
- Ensure the currency of internal documents and processes through regular review cycles.
- Provide regular reporting on the usage and opportunities present within the knowledge base
- Drive value for money in delivery of services/continuous improvement

**What we're looking for**
- Experience managing the end-to-end delivery of knowledge management systems
- Proven working knowledge of managing contact centre deliverables.
- Excellent report writing and data analysis.
- A strong interest in new Business Optimisation advancements
- Experience in related health industries - Desirable

**Why work with us**

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We believe our strength comes from our talented and dedicated staff. We work hard to deliver an environment where you can enjoy your role and are rewarded for it, from offering competitive remuneration packages through to providing the opportunity to make a daily difference in the lives of others. Some of our other benefits include flexible work arrangements (2 days per week in office requirement for full time employees and pro-rated for part time employees) to help you balance work and life; 14 weeks company Paid Parental Leave for all parents and other parental leave entitlements to support families; and access to formal development opportunities and workplace learning that can expand your capabilities and unlock your talent.

To find out more about Healthdirect, and our vision for a healthier Australia, please visit our website - about.healthdirect.gov.au

As an Equal Opportunity Employer, we respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.