Knowledge Management Lead – ITIL & ServiceNow (Hybrid)

Transport for NSW; Sydney; Hybrid; AUD 110,000 - 170,000; Full time

Job summary

Transport for NSW is seeking a Knowledge Management Lead to design and deliver efficient, user-focused knowledge for incident, problem and service requests. You’ll partner with technical teams to capture critical knowledge and enable faster restoration of services, while promoting self-service and continuous improvement.

Based in Sydney, you’ll drive adoption of KM tools and practices, measure impact with usage insights and contribute to accessibility and sustainability through knowledge

Qualifications

• Strong Knowledge Management experience in ITIL Service Management.
• Experience creating and maintaining high-quality knowledge content.
• Hands-on ITIL and knowledge management tools, including ServiceNow.
• Strong stakeholder engagement and collaboration.
• Excellent written and communication skills for diverse audiences.

Responsibilities

• Lead and improve Knowledge Management across the Service Management environment.
• Create and optimise knowledge content for incidents, problems, requests and self-service.
• Collaborate with technical teams and subject matter experts to close gaps.
• Drive adoption of Knowledge Management tools and practices.
• Use insights to measure impact on service delivery.

Skills

Knowledge Management

ITIL

ServiceNow

Stakeholder engagement

Technical writing

Tools

ServiceNow

Job description

Transport for NSW is seeking a Knowledge Management Lead to design and deliver efficient, user-focused knowledge for incident, problem and service requests. You’ll partner with technical teams to capture critical knowledge and enable faster restoration of services, while promoting self-service and continuous improvement.

Based in Sydney, you’ll drive adoption of KM tools and practices, measure impact with usage insights and contribute to accessibility and sustainability through knowledge