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About the Role
Lead the adoption of ServiceNow Knowledge Management and help build a knowledge-driven culture. Play an important part shaping the future of our iconic Australian institution.
Responsibilities
- Collaborate with cross-functional teams 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.
- Lead 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.
Requirements
- 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.
Skills
- ServiceNow Knowledge Management
- Knowledge Management principles
- Service delivery
- ServiceNow platform
- Knowledge base configuration
- User engagement
- Adoption strategies
- Communication
- Facilitation
- Content design
- Enablement
- Visual guides
- Walkthroughs
- Training materials
- Data analysis
- Project coordination
- Awareness campaigns
- Workshops
- Onboarding
- Accessibility standards
- Content standards
Location
- Hybrid
Work Type
- Hybrid
- Contract
Education Level
- Bachelor’s degree in information technology, Computer Science, or a related field (desirable)
- Certification in Knowledge-Centred Service (KCS) or similar KM frameworks
Benefits
- Development and career opportunities
- Collaborative environment
- Flexibility
About the Company
- The Reserve Bank of Australia 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.
Equal Opportunity
- 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.