Senior Knowledge Manager - ITSM & Content Governance

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

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