Knowledge Management Lead - Melbourne VIC
In this role you will establish, maintain & continuously improve a knowledge management system, support internal resources to deliver to customer.
Summary about this job
Contracts Administration
Company: Serco Asia Pacific
Location: Melbourne
Work type: Contract/Temp
Salary: n\a
Phone: +61-7-5316-9815
Fax: +61-2-2093-9355
E-mail: n\a
Site: n\a
Detail information about job Knowledge Management Lead - Melbourne VIC. Terms and conditions vacancy
- Act as the knowledge champion & create a culture of knowledge awareness
- Design knowledge management system in Salesforce knowledge tool
- Full-time Contract until end 2018 based in Melbourne CBD
About the company
Serco is an extraordinary company, making a positive difference to people’s lives every day. We are part of a team of 70,000 people delivering essential services on behalf of governments and organisations around the world.
Our values are Trust, Care, Innovation and Pride and these underpin everything we do. Our people help in ways that matter. We are curious, creative, and collaborative. We are passionate about what we do.
Our team provide personal support to members of the community accessing a wide range of Government services from health and public transport information, to road safety and interpreter services. We provide an exceptional level of customer care across Australia and New Zealand to make a positive difference to people’s lives every day. If you are passionate about great service, read on...
About the role:
Serco is seeking an experienced professional for the position of Knowledge Management Lead. The purpose of this role is to establish, maintain and continuously improve a knowledge management system in the context of a contact centre operation. This will require that knowledge is provided in the context of contact centre operators servicing members of the public via a voice channel and may also involve knowledge being provided via a website to enable members of the public to effectively lodge online reports. This role will initially be part of a project team and then transition to operations upon service go-live.
Key Accountabilities:
- Establishment
- Create a knowledge hierarchy and knowledge-related definitions
- Create knowledge content utilising a range of available information sources including for different user needs
- Design knowledge management system in Salesforce knowledge tool
- Conduct process mapping, and develop business processes and use cases relevant to operational service delivery
- Prepare knowledge management processes and procedures to support an effective knowledge management system
- Conduct stakeholder engagement to enable creation and approval of knowledge principles, content and processes
- Maintenance and Continuous Improvement
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- Act as the knowledge champion and create a culture of knowledge awareness and improvement
- Report on the use and effectiveness of knowledge content
- Conduct analysis, make recommendations and implement ongoing improvements to the knowledge management system
Key Skills & Knowledge:
- Qualification in Knowledge Management (or equivalent) is desirable
- Skills in establishing, maintaining and improving knowledge management systems for contact centre operations
- Web content management skills
- Strong relationship building and client relationship management skills
- Excellent facilitation, presentation and communication skills
- Strong project management skills to deliver defined objectives and deliverables within tight timelines
- Ability to have Australian Police Fingerprint check and sign a Deed of Confidentiality
Required Experience:
- Experience in establishing knowledge management systems for contact centre operations
- Experience in using the Salesforce Service Cloud or an equivalent customer relationship management system for knowledge (desired)
- Experience in optimising newly established knowledge management systems
- Experience in developing business processes including process maps
This is a fixed term role for 6 months ending in Dec 2018 and will be based in Melbourne.
This is a genuinely exciting opportunity to join a global organisation and to gain invaluable experience. If you believe you can fulfil the experience and qualifications please apply and join the passionate team at Serco.
Serco is committed to diversity and inclusion. If you are inspired to make a positive difference, find out more about us at www.serco-ap.com.