Knowledge Management Analyst

Healthdirect Australia; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible work arrangements

14 weeks company Paid Parental Leave

Wellbeing program

Individual curated learner journeys

Job summary

Healthdirect Australia seeks a Knowledge Management Analyst to develop, maintain and improve the My Aged Care Knowledge Management System (KMS). Based in Sydney, you will translate complex policy and operational requirements into clear, practical content used daily by contact centre staff, Healthdirect teams and the Department of Health.

You will collaborate with stakeholders to create end-user instructions, manage content lifecycle, and ensure accurate reporting on KMS activity.

Qualifications

• Experience in Knowledge Management or technical writing in a complex service environment.
• Proven ability to develop end-user work instructions and procedures.
• Experience with KM systems, content lifecycle, version control and governance.
• Strong stakeholder engagement and ability to work with senior stakeholders.
• Comfort navigating business systems and basic HTML.
• Experience within government, health, aged care or regulated service environments is desirable.

Responsibilities

• Develop, audit and maintain knowledge articles for accuracy and relevance.
• Navigate simple HTML code to support document creation and editing.
• Track update requests from suggestion to go-live with status visibility.
• Assign metadata, tags and keywords and maintain content menus.
• Validate work instructions against systems including Dynamics, Siebel or Twilio.
• Engage SMEs to validate assumptions and incorporate feedback before changes go live.
• Provide reporting on KMS activity and performance to Service and Strategy Leads.

Skills

Knowledge Management

Technical Writing

Stakeholder engagement

HTML basics

Content governance

Tools

Dynamics

Siebel

Twilio

Job description

• Fixed-term contract until 30th June 2027 with view to extend
• Play a hands-on role supporting a nationally significant aged care service
• Based in Sydney, working closely with Healthdirect, service provider and Department teams

About us

At Healthdirect Australia, we help Australians access trusted health information, advice and care through our national virtual health services.

About the opportunity

We are seeking a Knowledge Management Analyst to develop, maintain and continuously improve the My Aged Care Knowledge Management System (KMS) - a critical resource used daily by contact centre staff, Healthdirect teams and the Department of Health, Disability and Ageing.

In this role, you will translate complex policy, system and operational requirements into clear, structured and easy-to-follow work instructions that support the consistent delivery of the My Aged Care service.

Key Responsibilities

• Develop, maintain and audit knowledge articles to ensure accuracy, relevance and integrity of stored information
• Navigate simple HTML code to support document creation and editing
• Track document update requests from suggestion through approval to go-live, keeping status and next actions visible
• Assign metadata, tags and keywords to articles, and maintain content menus to support effective search and navigation
• Validate work instructions against relevant systems, including CRM platforms such as Dynamics, Siebel or Twilio
• Engage stakeholders and subject matter experts to validate assumptions and incorporate feedback before changes go live
• Participate in call calibration and other operational forums to identify knowledge improvement opportunities
• Provide accurate reporting on KMS activity, usage data and performance to Service and Strategy Leads

About You

You are an experienced knowledge management professional or technical writer with a strong eye for detail and a talent for turning complex information into clear, practical content. You understand how frontline users consume information, and you bring strong stakeholder engagement skills to manage competing priorities in a fast-paced service environment.

What you'll bring to the role

• Demonstrated experience in a Knowledge Management, Knowledge Analyst, Technical Writing or similar role within a complex operational or service delivery environment
• Proven experience developing end-user work instructions, operational procedures, process documentation and scripting
• Experience working with a Knowledge Management System, including content lifecycle management, version control, approval workflows and content governance
• Strong stakeholder engagement and interpersonal skills, with the ability to work collaboratively with subject matter experts and senior stakeholders
• Confidence navigating business systems and applications, and familiarity with basic HTML or similar content formatting tools
• Experience within government, health, aged care, disability or another regulated service environment is desirable

Your work will contribute to nationally significant virtual health services that support Australians to access trusted health advice and care. You will help shape the quality, safety and experience of the My Aged Care service for older Australians and their families.

We are committed to creating a culture where you can bring your whole self to work.

Our benefits include:

• Flexible work arrangements (2 days per week in office, pro-rated for part time employees);
• 14 weeks company Paid Parental Leave for both parents;
• Multi-dimensional wellbeing program that is run by our people for our people;
• Individual curated learner journeys to support you to expand your capabilities and unlock your talent.

To find out more about Healthdirect and our vision for a healthier Australia, visit 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.