Knowledge Management Lead - ServiceNow & Self-Service

Datacom; Sydney; Hybrid; AUD 120,000 - 150,000; Full time

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

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