ServiceNow Knowledge Management Lead (Hybrid)

Reserve Bank of Australia; Australia; Hybrid; AUD 100,000 - 140,000; Full time

Benefits offered by this job

Hybrid work environment

Job summary

Reserve Bank of Australia seeks a dynamic Knowledge Management Specialist to lead KM on the ServiceNow platform, transforming how teams access, share and apply knowledge. You’ll design engaging enablement activities and champion best practices to build a knowledge-driven culture across the organisation.

You’ll collaborate with IT, delivery, and communications teams to embed KM into daily workflows, monitor knowledge capture, and drive improvements through data insights and campaigns.

Qualifications

• Strong knowledge of Knowledge Management principles and service delivery.
• Experience configuring knowledge bases, user engagement, and adoption strategies in ServiceNow.
• Excellent communication and facilitation skills for diverse stakeholders.
• Content design and enablement experience creating guides, walkthroughs, and training materials.
• Data-driven mindset to interpret usage metrics and feedback for KM improvements.
• Project coordination experience, including campaigns, workshops, and onboarding initiatives.
• Familiarity with accessibility and content standards; ensure inclusive materials.

Responsibilities

• Embed KM practices into daily workflows and business processes with cross-functional teams.
• Monitor project knowledge capture and ensure critical knowledge is documented before go-live.
• Track ServiceNow usage and engagement metrics to improve content and discoverability.
• Create engaging learning experiences and lead training sessions and campaigns.
• Ensure content is easy to navigate and aligns with user needs and organisational goals.
• Continuously improve KM systems through audits and stakeholder feedback.

Skills

Knowledge Management

ServiceNow

Stakeholder engagement

Training delivery

Content design

Data-driven mindset

Project coordination

Education

Bachelor's degree in IT/CS

Tools

ServiceNow configuration

Job description

Reserve Bank of Australia seeks a dynamic Knowledge Management Specialist to lead KM on the ServiceNow platform, transforming how teams access, share and apply knowledge. You’ll design engaging enablement activities and champion best practices to build a knowledge-driven culture across the organisation.

You’ll collaborate with IT, delivery, and communications teams to embed KM into daily workflows, monitor knowledge capture, and drive improvements through data insights and campaigns.