Knowledge Management Specialist

NSW Department of Customer Service; City of Parramatta; Hybrid; AUD 117,000 - 129,000; Full time

Job summary

NSW Department of Customer Service – Parramatta NSW is seeking a Knowledge Management Specialist to create and maintain knowledge content, translate complex information for clear user guidance, and support digital adoption initiatives. You will work with subject matter experts to capture and store knowledge while ensuring governance and quality standards.

This is a hybrid role with in-office requirements 2-3 days per week.

Qualifications

• Knowledge management, business process documentation, or content development.
• Strong understanding of business process mapping and process review methodologies.
• Experience with SAP Signavio, myWorkZone or WalkMe, or similar platforms.
• Excellent written communication skills with ability to develop clear user-focused content.
• Strong stakeholder engagement, consultation, and facilitation skills.
• Ability to analyse, interpret, and document complex processes and procedures.
• Commitment to continuous improvement and delivering high-quality customer outcomes.

Responsibilities

• Create, review, and maintain knowledge articles, procedures, guides, FAQs, and other system-related content for internal teams and external customers.
• Translate complex business and technical information into clear, user-friendly content that supports service delivery and customer outcomes.
• Work with subject matter experts to capture business knowledge and embed it into organisational knowledge repositories.
• Monitor and maintain knowledge quality standards, ensuring content remains consistent, accessible, and compliant with governance requirements.
• Support system implementations, enhancements, and change initiatives through process documentation, knowledge development, and user support materials.
• Analyse feedback and usage data to identify opportunities to improve knowledge content, business processes, and digital adoption outcomes.
• Contribute to continuous improvement initiatives that enhance operational efficiency, knowledge accessibility, and customer experience.

Skills

Knowledge management

Process mapping

Content development

Stakeholder engagement

Written communication

Tools

SAP Signavio

myWorkZone

WalkMe

Job description

NSW Department of Customer Service – Parramatta NSW

Knowledge Management Specialist
Clerk Grade: 7/8; $116,981 - $129,492 plus super
Employment Type: Ongoing; Fulltime; 2 roles
Location: Parramatta, Goulburn, Orange - Hybrid opportunity. In-office requirement 2-3 days a week as a minimum, which could be subject to change based on applicable DCS workplace policies.

About Us

Department of Customer Service (DCS) transforms the way NSW Government agencies interact with customers. We are passionate about putting the customer at the centre of everything we do and adopting new technologies to make Government work better. DCS is a service provider and regulator, focusing on delivering first-class customer service, digital transformation, and regulatory reform to create better outcomes for the people of NSW.

About the team

Government Shared Services (GSS) is a new division in DCS that is leading the way in streamlining processes and transactional shared services to allow our people to better focus on their customers and delivering their services.
We are developing and delivering a roadmap to leverage technology, streamline processes, replace legacy systems and deliver a consistent experience to more than 100+ agencies across 8 NSW Government Departments.

What you will do

• Create, review, and maintain knowledge articles, procedures, guides, FAQs, and other system-related content for both internal teams and external customers.
• Translate complex business and technical information into clear, user-friendly content that supports service delivery and customer outcomes.
• Work with subject matter experts to capture business knowledge and embed it into organisational knowledge repositories.
• Monitor and maintain knowledge quality standards, ensuring content remains consistent, accessible, and compliant with governance requirements.
• Support system implementations, enhancements, and change initiatives through process documentation, knowledge development, and user support materials.
• Analyse feedback and usage data to identify opportunities to improve knowledge content, business processes, and digital adoption outcomes.
• Contribute to continuous improvement initiatives that enhance operational efficiency, knowledge accessibility, and customer experience.

About You

• Knowledge management, business process documentation, or content development.
• Strong understanding of business process mapping and process review methodologies.
• Experience working with SAP Signavio, myWorkZone or WalkMe, or similar process management and digital adoption platforms.
• Excellent written communication skills with the ability to develop clear and engaging user-focused content.
• Strong stakeholder engagement, consultation, and facilitation skills.
• The ability to analyse, interpret, and document complex processes and procedures.
• A commitment to continuous improvement and delivering high-quality customer outcomes.

What we need from you

An up-to-date CV (max 5 pages) and a cover letter (max 2 pages) outlining how your knowledge, skills and experience are aligned to the role. In your cover letter please share your motivation for applying for this position and your relevant skills.

Please note that assessments will be conducted for this role. This involves submitting your application for review, an interview, workplace assessment and reference checks.

A talent pool may be created from this recruitment action for future temporary or ongoing vacancies in roles with similar capability requirements

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

Closing Date: Friday 9th October 2026 @ 11.59pm

Careers at Department of Customer Service

A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8*** or *************@customerservice.nsw.gov.au.

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process