ServiceNow Knowledge Manager - Drive Knowledge Culture

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

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.