Summary of Role:

The Knowledge Management Officer ensures ICT support documentation is clear, accessible, and tailored to diverse audiences. They manage the knowledge lifecycle for internal and customer-facing platforms, collaborate with subject matter experts, analyse feedback to improve content, and communicate effectively to enhance customer outcomes.

What they will do: This is a summary of the current position description.

• Collaborate with subject matter experts and stakeholders to plan, create, update, and edit ICT support documentation.
• Ensure all content adheres to plain English principles, accessibility standards, and the corporate communications style guide.
• Maintain internal and customer-facing knowledge bases, responding to feedback via the information system.
• Apply the information management lifecycle to review, update, and retire content regularly.
• Draft customer communications, including incident notifications and marketing materials, for quality assurance and process compliance.
• Review and refine communications to ensure accuracy, relevance, and clarity for stakeholders.
• Build and maintain positive working relationships with stakeholders, providing timely advice and support.
• Identify performance issues, service gaps, and risks to contribute to continuous improvement initiatives.
• Collaborate with other departmental teams to support knowledge-sharing strategies and campaigns (e.g., password resets, system promotions).
• Provide training, advice, and support in knowledge creation, content editing, and evaluation for stakeholders and SMEs.

Key competencies:

• Written Communication: Skilled in crafting, reviewing, and editing clear and engaging documentation using plain English tailored to different audiences.
• Stakeholder Collaboration: Strong interpersonal skills to build effective relationships with technical and business stakeholders for knowledge extraction and development.
• Technical Proficiency: Experience using IT applications such as Microsoft Office and other platforms for compiling and publishing knowledge content.
• Knowledge Management Expertise: Solid understanding of knowledge management principles within ICT service delivery, including secure handling, analysis, and improvement of knowledge artefacts
• Workload Management: Proven ability to manage competing priorities, work independently or in a team, and maintain accuracy, confidentiality, and integrity under pressure.
• Teamwork: Actively shares information and offers advice and encouragement to others in support of the best results.

Summary of Role:

The Knowledge Management Officer ensures ICT support documentation is clear, accessible, and tailored to diverse audiences. They manage the knowledge lifecycle for internal and customer-facing platforms, collaborate with subject matter experts, analyse feedback to improve content, and communicate effectively to enhance customer outcomes.

What they will do: This is a summary of the current position description.

• Collaborate with subject matter experts and stakeholders to plan, create, update, and edit ICT support documentation.
• Ensure all content adheres to plain English principles, accessibility standards, and the corporate communications style guide.
• Maintain internal and customer-facing knowledge bases, responding to feedback via the information system.
• Apply the information management lifecycle to review, update, and retire content regularly.
• Draft customer communications, including incident notifications and marketing materials, for quality assurance and process compliance.
• Review and refine communications to ensure accuracy, relevance, and clarity for stakeholders.
• Build and maintain positive working relationships with stakeholders, providing timely advice and support.
• Identify performance issues, service gaps, and risks to contribute to continuous improvement initiatives.
• Collaborate with other departmental teams to support knowledge-sharing strategies and campaigns (e.g., password resets, system promotions).
• Provide training, advice, and support in knowledge creation, content editing, and evaluation for stakeholders and SMEs.

Key competencies:

• Written Communication: Skilled in crafting, reviewing, and editing clear and engaging documentation using plain English tailored to different audiences.
• Stakeholder Collaboration: Strong interpersonal skills to build effective relationships with technical and business stakeholders for knowledge extraction and development.
• Technical Proficiency: Experience using IT applications such as Microsoft Office and other platforms for compiling and publishing knowledge content.
• Knowledge Management Expertise: Solid understanding of knowledge management principles within ICT service delivery, including secure handling, analysis, and improvement of knowledge artefacts
• Workload Management: Proven ability to manage competing priorities, work independently or in a team, and maintain accuracy, confidentiality, and integrity under pressure.
• Teamwork: Actively shares information and offers advice and encouragement to others in support of the best results.

To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact Ray Amurao on +61 (0)8 7422 0617 or email ramurao@paxus.com.au and quote the above job reference number.

Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process, including the application form in an alternate format, please contact me on the above contact details.