Knowledge Manager - 12-month fixed term contract

Datacom

Sydney

Híbrido

AUD 120.000 - 180.000

Jornada completa

14 días+

Una candidatura completa en un minuto

Currículum y carta de presentación personalizados, listos para enviar.

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Ventajas ofrecidas por este puesto de trabajo

Paid parental leave

Employee Assistance Programme

Ongoing learning

Access to learning platforms

Recognition programmes

Employee discounts

Meaningful work

Descripción de la vacante

Datacom is seeking an experienced Knowledge Manager to support knowledge management across core functional areas. You will create, share and manage information about Datacom products and services, including manuals, help systems and tutorials, using industry-standard tools and architecture.

The role emphasises building a knowledge-sharing culture and working across teams to enable peak performance. The role is based in Sydney with a blend of in-office and remote work, on a 12-month fixed-term

Formación

5+ years in ITSM Knowledge Management within enterprise or MSP environments.
Proven experience transforming and maturing Knowledge Management practices and operating models.
Strong understanding of ITIL Knowledge Management and KCS principles.

Responsabilidades

Developing knowledge sharing processes, tools and capabilities.
Maintaining internal knowledge for functional areas to optimise work performance.
Reviewing contributions from SMEs to produce unified, consistent support documents.
Analyzing program outlines and collaborating with SMEs to produce manuals.
Improving content templates and author style guides for knowledge management.
Defining user roles and permissions to target audiences.
Developing information architecture and taxonomy to improve communication.
Identifying opportunities to automate repetitive tasks using KM frameworks.
Ensuring health and safety alignment with Datacom policy.

Conocimientos

ITSM Knowledge Management

KCS Principles

ServiceNow KM

Jira Service Management

Confluence

Stakeholder management

Analytical skills

Written communication

Educación

Bachelor’s degree in Computer Science

Knowledge Management certifications

Herramientas

Jira Service Management (JSM)

Confluence (Atlassian)

Descripción del empleo

About us

At Datacom, we combine technology, expertise, and talented people to help organisations thrive in a rapidly changing world. As one of Australasia’s leading technology providers, we work with customers across industries to solve real-world problems and deliver meaningful outcomes.

Whether we’re supporting governments, enterprise organisations, or growing businesses, we’re committed to creating meaningful outcomes for our customers, communities, and each other.

About the Role

The Knowledge Manager plays a crucial role in supporting the management of knowledge across specific functional areas of Datacom. You’ll be responsible for creating, sharing, using and managing information and knowledge about Datacom products and services including manuals, help systems, on-line tutorials, installation guides and quick reference guides using software tools and system components. This role is instrumental in building a knowledge-sharing culture that enables our teams to work at their best.

Our offices are based in Sydney. We like to bring people together in person when we can, but we are mindful of the benefits of working from home for work/life balance. We therefore leave it to you and the team you join to figure out what works best!

Please note: This role will be offered as a 12-month fixed term contract.

What you’ll do

At the moment, as Knowledge Manager you will be focused on:

Developing processes, practices, tools and enabling capabilities to build a knowledge sharing culture
Supporting the maintenance of internal knowledge for specific functional areas, providing the business with the knowledge, tools, and skills to optimise work performance
Reviewing and editing contributions of subject matter experts to produce unified, consistent support documents
Analysing program outlines and liaising with subject matter experts to produce support manuals
Identifying special techniques to improve content templates, research and author style guides of knowledge management
Defining and managing user roles and permissions to present target information to right audiences
Developing and managing information architecture as well as taxonomy to enforce effective communication
Actively identifying and supporting the automation of labour-intensive repetitive tasks using the Datacom knowledge management frameworks
Implementing a principle-driven health and safety culture that cares for employees and ensures their safety in line with Datacom policy

We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs.

What you’ll bring

Required experience:

5+ years’ experience in ITSM Knowledge Management within enterprise, MSP, SIAM or multi-provider environments.
Proven experience establishing, transforming and maturing Knowledge Management practices and operating models, including integrated ITSM tooling.
Strong understanding of ITIL Knowledge Management, Knowledge-Centered Service (KCS) principles and associated ITSM processes.
Experience developing and governing knowledge lifecycle processes, including ownership, quality assurance, feedback management, archival and continual improvement.
Strong ServiceNow Knowledge Management experience, including administration, governance, reporting and content quality management (mandatory).
Working knowledge of customer-facing knowledge platforms such as Jira Service Management (JSM) and Confluence (required).
Experience working across Service Desk, resolver groups, service providers and customer stakeholders to drive knowledge adoption and accountability.
Experience developing knowledge governance frameworks, standards, policies and authoring practices.
Demonstrated success improving self-service, shift-left support and knowledge reuse outcomes.
Experience defining operational KPIs, quality measures and management reporting to support continual improvement.
Strong facilitation, stakeholder management, analytical and written communication skills.

Nice to have:

Bachelor’s degree in Computer Science, Technology or a related discipline
Other Knowledge Management certifications

Culture and benefits

Join a team where you’ll be supported to grow your career, prioritise your wellbeing, and make a genuine impact. From industry-leading learning and development opportunities to parental leave, wellbeing support, and employee benefits, we’re committed to helping our people thrive both professionally and personally.

We’re passionate about creating a workplace where people feel supported, empowered, and inspired to do their best work. Whether you’re developing new skills, tackling complex challenges, or collaborating with some of the best minds in the industry, you’ll be part of a team that values curiosity, innovation, inclusion, and making a genuine difference.

Why you will love working here