Knowledge Management Lead — Customer Support (Flexible Work)

Digital Health Inc; Sydney; On-site; AUD 101,000 - 114,000; Full time

Benefits offered by this job

15.4% superannuation

Flexible work from home

Salary packaging options

Wellbeing program and EAP

Job summary

Australian Digital Health Agency in Sydney is seeking a Senior Program Officer to shape knowledge management and customer support for My Health Record services. You will develop knowledge articles, procedures and policies, and drive improvements across contact centre operations.

You will partner with stakeholders, research complex issues and ensure compliance with regulatory requirements while supporting continuous service enhancements and workshops that uplift customer experiences.

Qualifications

• Experience developing knowledge management content, operational procedures or business processes within a complex service delivery environment.
• Exceptional written communication skills with the ability to translate technical information into clear, user-focused content.
• Strong analytical, research and problem-solving skills.
• Ability to work independently with sound judgement and deliver quality outcomes under limited direction.
• Proven stakeholder engagement and relationship management experience.
• Experience working within government, regulated environments or legislative/governance frameworks.
• Comfort working with a range of technologies and systems, including AI-enabled tools.

Responsibilities

• Develop, maintain and enhance knowledge articles, procedures, policies and support resources for Contact Centre operations.
• Research and analyse complex operational issues, providing practical recommendations and specialist advice.
• Ensure knowledge resources align with legislative, policy and regulatory requirements.
• Monitor the effectiveness of knowledge content and identify opportunities for continuous improvement.
• Build strong relationships with internal and external stakeholders and partner organisations.
• Facilitate workshops, meetings, training activities and knowledge-sharing initiatives.
• Contribute to strategic projects, service improvements and organisational initiatives.

Skills

Knowledge management

Content development

Written communication

Analytics

Stakeholder engagement

Governance/regulatory

AI-enabled tools

Tools

AI-enabled tools

Job description

Australian Digital Health Agency in Sydney is seeking a Senior Program Officer to shape knowledge management and customer support for My Health Record services. You will develop knowledge articles, procedures and policies, and drive improvements across contact centre operations.

You will partner with stakeholders, research complex issues and ensure compliance with regulatory requirements while supporting continuous service enhancements and workshops that uplift customer experiences.