Knowledge Manager: ITSM & Content Excellence

Datacom; Sydney; Hybrid; AUD 120,000 - 170,000; Full time

Job summary

Datacom is seeking a Knowledge Manager to oversee knowledge across Datacom products and services. The role focuses on creating, sharing and managing manuals, help systems and tutorials, leveraging tools like ServiceNow, Jira Service Management and Confluence.

Based in Sydney, the position is a 12-month fixed-term contract with flexible work arrangements to support work/life balance. You will drive governance, templates, and continuous improvement across knowledge initiatives.

Qualifications

• 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.
• Strong understanding of ITIL Knowledge Management and KCS principles.
• Experience developing and governing knowledge lifecycle processes and ownership.

Responsibilities

• Developing processes, practices, tools to build a knowledge sharing culture.
• Maintaining internal knowledge for functional areas and enabling performance.
• Reviewing contributions to produce unified, consistent support documents.
• Analyzing program outlines with experts to produce manuals.
• Improving content templates and author style guides for KM.
• Defining and managing user roles to present information to audiences.
• Developing information architecture and taxonomy for effective communication.
• Identifying opportunities to automate routine KM tasks.
• Implementing health and safety culture aligned with policy.

Skills

ITSM KM

ITIL KM

KCS principles

Knowledge governance

Content quality

Stakeholder management

Analytics

Written communication

Facilitation

KPIs

Education

Bachelor's degree in Computer Science/Technology

Tools

ServiceNow

Jira Service Management

Confluence

Job description

Datacom is seeking a Knowledge Manager to oversee knowledge across Datacom products and services. The role focuses on creating, sharing and managing manuals, help systems and tutorials, leveraging tools like ServiceNow, Jira Service Management and Confluence.

Based in Sydney, the position is a 12-month fixed-term contract with flexible work arrangements to support work/life balance. You will drive governance, templates, and continuous improvement across knowledge initiatives.