Knowledge Management Specialist

Transport for NSW; Sydney; Ibrido; AUD 110.000 - 170.000; Tempo pieno

Descrizione del lavoro

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

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Knowledge Management

ITIL

ServiceNow

Stakeholder engagement

Technical writing

Strumenti

ServiceNow

Descrizione del lavoro

You can be part of the team that enables significant service improvements for our people.

Here's your chance to design and deliver efficient, customer-focused services that also enhance accessibility, sustainability and overall quality of living for more people than you've imagined.

In this role, you'll:

• Lead and continuously improve Knowledge Management practices across the Service Management environment, making trusted knowledge easy to find, use and maintain.
• Create, curate and optimise knowledge content that supports incident, problem and service request management, helping teams restore services faster and enabling effective self-service.
• Partner with technical teams, service owners and subject matter experts to capture critical knowledge, close knowledge gaps and embed knowledge sharing into everyday service delivery.
• Drive adoption of Knowledge Management tools and practices, championing a collaborative culture where knowledge is actively shared, reused and continuously improved.
• Use reporting and knowledge-usage insights to measure effectiveness, identify improvement opportunities and demonstrate the impact of knowledge on service delivery.

The team also comes together in person for activities such as branch all-in days, training sessions, planning workshops and collaborative work.

For more information on this position and business unit, view the role description and information pack.

About you

• Strong experience in Knowledge Management within an ITIL Service Management environment, with a sound understanding of how knowledge supports effective technology service delivery.
• Practical experience creating, reviewing, publishing and maintaining high-quality knowledge content that supports incidents, problems, service requests and self-service.
• Hands‑on experience with ITIL and knowledge management systems and tools including ServiceNow, combined with a strong understanding of contemporary Knowledge Management principles, practices and methodologies.
• Strong stakeholder engagement and collaboration skills, with the ability to bring together technical specialists and business teams to capture and share knowledge effectively.
• Excellent written and communication skills, with the ability to translate complex technical and business information into clear, accessible and user‑focused knowledge content for different audiences.

Who we are

Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

Our workforce is as diverse as the community we serve. If you’d like further information on our inclusion and diversity initiatives, visit Transport careers.

Flexible work optionsmay be available. Learn more viaFlexible work options and policy

Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal People or Supporting People with Disability for more information or speak to your talent team member to arrange any adjustments to how you interact with us.

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