Knowledge Management Lead - 12-Month Fixed Term Contract

Datacom

Sydney

Hybrid

AUD 120,000 - 150,000

Full time

38 hours ago

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Benefits offered by this job

Paid parental leave

Employee Assistance Programme (DataCAr

Job summary

Datacom is seeking a Knowledge Management Lead in Sydney to drive operation and continual improvement of Knowledge Management across services and customers. Working within Datacom’s established framework, you will coordinate knowledge activities across Service Desk teams, resolver groups and subject-matter experts, ensuring content is accurate and governed.

This hands-on, individual-contributor role focuses on operating knowledge management practices, with potential to progress into a dedicated

Qualifications

At least three years’ experience in knowledge management, service desk, IT service operations or a related ITSM role.
Experience creating, reviewing or maintaining operational Knowledge Articles, procedures and support documentation.
Hands-on experience using ServiceNow Knowledge Management or a comparable enterprise knowledge platform.
Understanding of the knowledge lifecycle, including creation, review, approval, publication, feedback, maintenance, archival and retirement.
Strong written communication, editing and documentation skills.

Responsibilities

Support the implementation, operation and continual improvement of Datacom’s established knowledge management framework, processes and standards.
Coordinate the creation, review, approval, publication and retirement of Knowledge Articles.
Work with Service Desk teams, resolver groups and subject-matter experts to identify and address operational knowledge gaps.
Review and edit content contributed by subject-matter experts to ensure it is accurate, consistent, usable and aligned with approved templates and authoring standards.
Maintain agreed article metadata, taxonomy, ownership, permissions and audience controls.
Produce operational reporting covering article health, usage, feedback, review status and identified improvement opportunities.
Promote knowledge reuse, self-service and shift-left practices across operational teams.
Identify opportunities to reduce repetitive work through improved knowledge, self-service and automation.
Work with ServiceNow and other platform teams where configuration or technical changes are required.
Facilitate knowledge reviews, working sessions and operational follow-up activities.
Support audit, assurance and continual-improvement activities.

Skills

Knowledge management

IT service operations

Stakeholder engagement

Documentation

Editing

Analytical skills

Communication

ITIL knowledge

KCS familiarity

Education

Bachelor’s degree in Computer Science, Technology or related

Tools

ServiceNow Knowledge Management

Jira Service Management

Confluence

Job description

About us

At Datacom, we combine technology, expertise, and talented people to help organisations thrive in a rapidly changing world. As one of Australasia's leading technology providers, we work with customers across industries to solve real-world problems and deliver meaningful outcomes.

Description

About us At Datacom, we combine technology, expertise, and talented people to help organisations thrive in a rapidly changing world. As one of Australasia's leading technology providers, we work with customers across industries to solve real-world problems and deliver meaningful outcomes.

Whether we're supporting governments, enterprise organisations, or growing businesses, we're committed to creating meaningful outcomes for our customers, communities, and each other.

About The Role

The Siam Knowledge Management Lead supports the effective operation and continual improvement of Knowledge Management across designated Datacom services and customers.

Working within Datacom’s Established Knowledge Management Framework, you will coordinate knowledge activities across Service Desk teams, resolver groups and subject-matter experts. You will help ensure operational knowledge is accurate, accessible, appropriately governed and maintained throughout its lifecycle.

This is a hands-on individual-contributor role focused on operating and improving an established Knowledge Management practice. It does not carry enterprise practice ownership or people-management accountability.

The role will use ServiceNow Knowledge Management and may also work with customer-facing knowledge platforms such as Jira Service Management and Confluence. It provides an opportunity for an experienced Knowledge Analyst, Knowledge Coordinator or Service Desk professional to progress into a dedicated Knowledge Management position.

Our offices are based in Sydney. We like to bring people together in person when we can, but we are mindful of the benefits of working from home for work/life balance. We therefore leave it to you and the team you join to determine what works best.

Please note: This role will be offered as a 12-month fixed-term contract. The successful candidate must be an Australian citizen and eligible to obtain and maintain Australian Baseline security clearance.

What You’ll Do

Support the implementation, operation and continual improvement of Datacom’s established knowledge management framework, processes and standards.
Coordinate the creation, review, approval, publication and retirement of Knowledge Articles.
Work with Service Desk teams, resolver groups and subject-matter experts to identify and address operational knowledge gaps.
Review and edit content contributed by subject-matter experts to ensure it is accurate, consistent, usable and aligned with approved templates and authoring standards.
Maintain agreed article metadata, taxonomy, ownership, permissions and audience controls.
Monitor article feedback, overdue reviews, content quality and knowledge lifecycle compliance.
Support the maintenance of internal knowledge for designated services and functional areas.
Support knowledge acquisition and transition activities for new or changing services.
Produce operational reporting covering article health, usage, feedback, review status and identified improvement opportunities.
Promote knowledge reuse, self-service and shift-left practices across operational teams.
Identify opportunities to reduce repetitive work through improved knowledge, self-service and automation.
Work with ServiceNow and other platform teams where configuration or technical changes are required.
Facilitate knowledge reviews, working sessions and operational follow-up activities.
Support audit, assurance and continual-improvement activities.
Contribute to a safe and inclusive working environment in accordance with Datacom policies.

We are an agile company and are keen to respond to changing customer, technology and internal stakeholder requirements. This means our roles may evolve to meet those needs.

What You’ll Bring

Required experience

At least three years’ experience in knowledge management, service desk, IT service operations or a related ITSM role.
Practical experience creating, reviewing or maintaining operational Knowledge Articles, procedures and support documentation.
Hands-on experience using ServiceNow Knowledge Management or a comparable enterprise knowledge platform.
Understanding of the knowledge lifecycle, including creation, review, approval, publication, feedback, maintenance, archival and retirement.
Working knowledge of ITIL Knowledge Management principles.
Familiarity with Knowledge-centered Service (KCS) practices would be beneficial.
Experience working with Service Desk teams, resolver groups and subject-matter experts to improve knowledge quality, adoption and accountability.
Strong written communication, editing and documentation skills.
Ability to coordinate actions, follow up content owners and maintain accurate operational records.
Experience using reports or dashboards to monitor knowledge performance and identify improvement opportunities.
Strong stakeholder engagement, facilitation, organisational and analytical skills.
Australian citizenship and eligibility to obtain and maintain Australian Baseline security clearance.

Nice to have

Experience working in an MSP, SIAM or multi-provider environment.
Familiarity with Jira Service Management or Confluence.
ServiceNow Knowledge Management training or certification.
ITIL Foundation or KCS training or certification.
Experience supporting knowledge transition, self-service or shift-left initiatives.
Exposure to virtual agents, AI-assisted knowledge or workflow automation.
Bachelor’s degree in Computer Science, Technology or a related discipline.

Culture And Benefits

Join a team where you’ll be supported to grow your career, prioritise your wellbeing, and make a genuine impact. From industry-leading learning and development opportunities to parental leave, wellbeing support, and employee benefits, we’re committed to helping our people thrive both professionally and personally.

We’re passionate about creating a workplace where people feel supported, empowered, and inspired to do their best work. Whether you’re developing new skills, tackling complex challenges, or collaborating with some of the best minds in the industry, you’ll be part of a team that values curiosity, innovation, inclusion, and making a genuine difference.

Why you will love working here