Knowledge Management Consultant

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Knowledge Management Consultant

  • Location:


  • Sector:

    Government General

  • Job type:


  • Salary:

    $369.00-498.79 daily + super

  • Contact:


  • Contact email:

  • Contact phone:

    0449 790 116

  • Job ref:


  • Published:

    22 days ago

  • Duration:

    12 month contract

  • Expiry date:


  • Startdate:


Primary purpose of the role

The primary purpose of this role is to manage a knowledge management framework (accountabilities, processes, technology and governance) with the goal of ensuring that customers and front-line staff are able to access accurate and relevant information in a timely manner to resolve enquiries and facilitate the processing of transactions.
Key accountabilities
  • Live the NSW Public Sector and organisational values to achieve outstanding outcomes for the organisation and customers.
  • Coordinate the capturing, authoring, refining and publishing of knowledge items such as Knowledge Articles, User guides, Work Instructions and other operational support material to ensure content is current, fit-for-purpose and relevant, and meets policy and branding compliance requirements.
  • Manage a team of front-line staff to develop accurate easy-to-use knowledge content, and manage the approval process for content development with Service Line Managers and Service Line
  • Maintain and improve the knowledge content quality by facilitating compliance reviews and audits and drive improvements to areas where understanding rates are low or where no information exists on My Transport.
  • Working closely with TSS Business Systems contribute to the development of system functionality and enhancements to My Transport, including ensuring that search and retrieval processes are effective and enable customers and staff to access the right content at the right time.
  • Utilising an analysis of usage rates of My Transport, drive initiatives to increase the use of the automated service option (tier 0) to minimise issues that require escalation to tier 1 and improve overall customer experience.
  • Develop, manage, measure and report on knowledge management metrics to determine value and contribution to efficiency and customer experience.
  • Provide capability development including workshops, one on-one guidance and training to front-line teams to train them in accessing knowledge articles, as well as gaining their feedback for the
    improvement of the knowledge base.
Essential requirements
  • Advanced knowledge of how knowledge management can be used to drive material improvements in service delivery environments.
  • Demonstrated ability to collaborate with multiple individuals and teams (service line owners, project teams, frontline staff) to develop, publish and promote knowledge content.
  • Ability to understand and present technical and business information to various audiences.
  • Demonstrated experience in working with Knowledge Frameworks, tools and systems.
  • Demonstrated experience in knowledge creation.
  • Demonstrated experience in customer journey knowledge mapping.
  • Demonstrated experience in delivering knowledge training.
  • Ability to travel.
  • Demonstrated experience in developing tools that monitor knowledge effectiveness.
  • Demonstrated ability to create useful process maps. 
If you would like to apply for this opportunity please APPLY ASAP as we are currently shortlisting candidates. For further information reach out to or call 0449 790 116. 

Ronny Thai
Government Account Manager (Category H)
0449 790 116
Suite 1.15, 98 Gloucester Street,
The Rocks, Sydney NSW, 2000 Australia

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“We encourage people with disabilities and from other diverse backgrounds to apply. We do not discriminate based on disability.”
Only shortlisted candidates will be contacted. SPONSORSHIP IS NOT AVAILABLE for this role. Australian PR or Citizenship is required.