ServiceNow Knowledge Management Specialist

Reserve Bank of Australia; Sydney; Hybrid; AUD 95,000 - 135,000; Full time

Benefits offered by this job

Hybrid work

Job summary

Reserve Bank of Australia is seeking a Knowledge Management Specialist to lead the adoption of ServiceNow Knowledge Management, building a knowledge-driven culture across the organisation. The role focuses on guiding teams on how knowledge improves service delivery, efficiency, and outcomes.

You’ll design enablement activities, champion best practices, and partner with delivery teams to ensure knowledge is easy to find, use and maintain.

Qualifications

• Knowledge Management principles in service delivery.
• Experience configuring/using ServiceNow knowledge base and adoption strategies.
• Strong communication to translate technical concepts into guidance.
• Content design and enablement experience with visual guides and training materials.

Responsibilities

• Embed KM practices into daily workflows and processes; support knowledge capture before go-live.
• Monitor ServiceNow usage to improve discoverability and campaigns.
• Create learning experiences (visual guides, walkthroughs, videos) and lead training sessions.
• Ensure content is easy to navigate and aligns with user needs and goals.
• Continuously improve KM systems through audits and stakeholder feedback.

Skills

Knowledge management

ServiceNow

Training & enablement

Content design

Data analysis

Stakeholder engagement

Campaigns & onboarding

Accessibility standards

Education

Bachelor's degree in IT or related field

KCS certification

Tools

ServiceNow

Job description

• Lead the adoption of ServiceNow Knowledge Management and help build a knowledge-driven culture.
• Hybrid work environment - 3 days in office.
• Max term contract until 30 June 2027.
• Play an important part shaping the future of our iconic Australian institution.

About the business/role/team

Are you passionate about turning information into impact? We're looking for a dynamic Knowledge Management Specialist to lead the charge in transforming how our teams' access, share, and apply knowledge through our ServiceNow platform.

In this role, you'll be at the forefront of building a knowledge-driven culture - guiding teams in understanding how knowledge can enhance service delivery, improve efficiency, and drive better outcomes. By simplifying the experience, designing engaging enablement activities, and championing best practices, you'll help build confidence and capability across the organisation.

You’ll work closely with project delivery teams, content owners, and platform stakeholders to ensure knowledge is easy to find, use, and maintain - ultimately helping people do their best work with the right information at their fingertips.

Play an important part shaping the future of our iconic Australian institution.

About the role

• Collaborate with cross-functional teams (e.g. IT, portfolio delivery, internal communications) to embed KM practices into daily workflows and business processes. Monitor and support project knowledge capture, ensuring critical knowledge is documented, accessible, and available ahead of project go-live
• Monitor usage and engagement metrics within ServiceNow, using insights to refine content, improve discoverability, and inform future campaigns.
• Create engaging learning experiences through visual guides, walkthroughs, and short videos, while leading training sessions, onboarding support, and awareness campaigns to build confidence and capability in using ServiceNow for knowledge management.
• Ensure content is easy to navigate and understand, aligning it with user needs and organisational goals.
• Continuously improve KM systems and processes through regular audits, stakeholder feedback, and data-driven enhancements.

About you

• Strong understanding of Knowledge Management principles, especially in service delivery environments.
• Experience with ServiceNow or similar platforms, including knowledge base configuration, user engagement, and adoption strategies.
• Excellent communication and facilitation skills, with the ability to engage diverse stakeholders and translate technical concepts into practical guidance.
• Content design and enablement expertise, including creating visual guides, walkthroughs, and training materials.
• Data-driven mindset, with the ability to interpret usage metrics and feedback to improve KM practices.
• Project coordination skills, with experience running awareness campaigns, workshops, and onboarding initiatives.
• Familiarity with accessibility and content standards, ensuring materials are inclusive and aligned with organisational policies.
• Collaborative approach, working across teams to embed KM into business processes and support continuous improvement.

About you

• Bachelor's degree in information technology, Computer Science, or a related field (desirable).
• Certification in Knowledge-Centred Service (KCS) or similar KM frameworks.

Be More

Working for an organisation that truly makes a difference to the people of Australia, we can offer development and career opportunities in a collaborative environment that supports your growth, wellbeing and promotes flexibility. Your individual growth and success drive the RBA forward as an organisation. Be more means you can do more, for yourself and for Australia.

Why RBA?

The RBA makes an important contribution to the Australian economy through the pursuit of national economic policy objectives and associated activities in financial markets and banking. We also issue Australia's banknotes and operate infrastructure critical to the payments system, all of which contribute to the welfare of the Australian people. Made up of specialists across a wide range of fields, our people, values, and culture play a critical role in achieving our objectives. Striving to be Open & Dynamic, we consider and incorporate different perspectives, work across teams and are transparent with each other, whilst delivering quality together effectively and focusing on outcomes by prioritising, testing, learning, and refining as we go. Our people conduct themselves with a high degree of integrity, while striving for excellence in the work they perform and the outcomes they achieve. We encourage intelligent inquiry and we treat one another with respect while promoting the public interest through our efforts. We know it is the growth and success of our people that drives the RBA forward. Come and make a bigger contribution while you build and develop your own skills too, because being more means you can do more, for yourself and for Australia.

The Reserve Bank of Australia is committed to equity, diversity and inclusion through key initiatives

We welcome and encourage applicants from diverse backgrounds to apply, including Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse background, those living with a disability and from the LGBTQ+ community. We are committed to making the recruitment process fair and equitable for all our candidates.