Knowledge Manager: ITSM & ServiceNow Expert

Datacom (Testing Enviroment); Sydney; Hybrid; AUD 120,000 - 165,000; Full time

Benefits offered by this job

Paid parental leave

24/7 Employee Assistance Programme (Da

Ongoing learning and certifications

Career development opportunities

Industry-leading learning platforms

Job summary

Datacom is seeking a Knowledge Manager to govern knowledge across functional areas, building a culture of knowledge sharing. You will manage manuals, guides and tutorials using tools like ServiceNow and Confluence, coordinating with SMEs and ensuring content quality.

The role is based in Sydney with flexible work arrangements, and is offered as a 12-month fixed-term contract to support business needs.

Qualifications

• 5+ years’ experience in ITSM Knowledge Management within enterprise, MSP, SIAM or multi-provider environments.
• Experience establishing, transforming and maturing Knowledge Management practices and operating models, including integrated ITSM tooling.
• Strong understanding of ITIL Knowledge Management and KCS principles and ITSM processes.
• Experience developing knowledge lifecycle processes including ownership, QA, feedback, archival and continual improvement.
• Demonstrated governance of knowledge management systems and content quality.

Responsibilities

• Developing processes, practices, tools and enabling capabilities to build a knowledge sharing culture.
• Maintaining internal knowledge for functional areas to optimise work performance.
• Reviewing and editing contributions to produce unified, consistent support documents.
• Analysing program outlines and liaising with SMEs to produce manuals and guides.
• Identifying techniques to improve content templates and author style guides.

Skills

Facilitation

Stakeholder management

Analytical thinking

Written communication

Education

Bachelor’s degree in Computer Science, Technology or related discipline

Tools

ServiceNow Knowledge Management

Jira Service Management

Confluence

Job description

Datacom is seeking a Knowledge Manager to govern knowledge across functional areas, building a culture of knowledge sharing. You will manage manuals, guides and tutorials using tools like ServiceNow and Confluence, coordinating with SMEs and ensuring content quality.

The role is based in Sydney with flexible work arrangements, and is offered as a 12-month fixed-term contract to support business needs.