Knowledge Manager - 12-Month Fixed Term Contract

Datacom; Sydney; Hybrid; AUD 130,000 - 170,000; Full time

Benefits offered by this job

Paid parental leave

Employee Assistance Programme (DataCae

Job summary

Datacom Sydney is seeking a Knowledge Manager to lead knowledge across ITSM domains, creating and maintaining manuals, guides, and tutorials to support service delivery. You will collaborate with SMEs to govern knowledge lifecycles, ensure content quality, and apply Knowledge-Centered Service principles across ServiceNow, Jira Service Management and Confluence.

Strong communication, governance and analytical skills are essential in this role, with a focus on improving self-service and knowledge

Qualifications

• 5+ years of ITSM Knowledge Management experience in enterprise or MSP environments.
• Proven ability to mature Knowledge Management practices and operating models.
• Strong ITIL Knowledge Management understanding and content governance.
• Experience with ServiceNow Knowledge Management administration and reporting.
• Familiarity with Jira Service Management and Confluence for knowledge platforms.
• Ability to define KPIs and drive continual improvement.

Responsibilities

• Develop processes and enable capabilities to build a knowledge sharing culture.
• Maintain internal knowledge for functional areas and provide tools to optimise performance.
• Review and edit knowledge contributions to produce unified documentation.
• Analyse program outlines and collaborate with SMEs to produce manuals.
• Define user roles, permissions and information architecture for targeted audiences.
• Drive automation of repetitive knowledge management tasks within the framework.

Skills

ITSM Knowledge Management

ITIL Knowledge Management

KCS Principles

Knowledge Governance

Stakeholder Management

Analytical Skills

Content Quality Management

Facilitation

Education

Bachelor's degree in Computer Science or related

Tools

ServiceNow

Jira Service Management

Confluence

Job description

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. The successful candidate must be an Australian Citizen and be eligible to obtain andmaintainAustralian Baseline security clearance.

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

• Paid parental leave
• 24/7 Employee Assistance Programme (DataCare)
• Ongoing learning, certifications, and career development opportunities
• Access to industry-leading learning platforms and future skills training
• Recognition programmes that celebrate great work
• Great employee discounts and financial wellbeing benefits
• Meaningful work that makes a real impact

Eligibility criteria and conditions may apply to some benefits.