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Knowledge Specialist

Knowledge Specialist (1)

Knowledge Specialist (1)

Great career opportunity for someone with an understanding of Knowledge Management within a large Contact Centre. North Ryde, parking available.

Location: Sydney

Closing Date: 17-Apr-2016

Datacom is one of the largest Australasian-owned professional Call Centre & IT services provider companies. Through our superior delivery of professional support both to consumer and enterprise level business we have become a partner of choice to some of the largest global organisations.

When you join the Team, you will be joining a positive and supportive culture full of passionate, performance driven professionals. Our incentives and rewards are abundant with opportunities to further develop and grow your career.

The Datacom Connect Knowledge Specialist will support the organisation's Knowledge Management approach across Australia and NZ, including owning the business's Knowledge Management Framework, overseeing the management of information within the organisation and ensuring that the information needs of the organisation are met in a timely, effective and efficient manner

As the Knowledge Specialist you will be Responsible for:

* Reducing customer, employee and client effort through the easy access of the right information at the right time
* Reducing error and escalation rates and find ways to measure and improve speed to competency across the business
* Gathering, collating, and transforming information and client requirements into Knowledge articles for projects delivering into BAU where required, working with clients to co-design the approach to managing knowledge
* Providing a single source of truth for employees, customers and clients
* Leveraging the contact centre platform as a key source of business intelligence for our clients
* Ensuring that all systems and processes that support Knowledge Management, work in an integrated way and are appropriately supported.
* Monitoring and sharing data illustrating the organisation's progress in achieving it's Knowledge Management objectives
* Providing on-going advice, guidance and training for staff on knowledge management requirements and practices
* Liaising with all KM stakeholders to ensure compliance to processes governing the creation, maintenance, and improvement of Knowledge Articles, as per the KM Framework
* Identifying and initiating action for service improvement
* Coordinating of projects, particularly those with a substantial knowledge management component
To be considered for this role you will require;

* An understanding of Knowledge Management tools.
* Experience as either a L&D Coordinator, Quality Analyst or Team Leader in a large Contact Centre environment.
* Understanding of document control and management processes
* Ability to analyse data and formulate actions based on data
* Good MS Word, Visio and Excel skills as these are the primary tools for reporting and analytical work
* Preferably familiar with Knowledge Centred Support (KCS) methodology or any other methodology pertaining to creation of Knowledge Articles
* Excellent written and verbal communication skills and the ability to communicate with stakeholder regarding Knowledge initiatives.
The successful person will be rewarded with a competitive salary package and the opportunity to work in a dynamic and collaborative team environment. If you are a connector of ideas with a "can-do" attitude, exceptional negotiation, influencing and organisational skills, and love the thrill of working to constant deadlines, then this may be the next step in your career.

This position will require Australian Citizenship & completion of a National Security Clearance.
* Australian Citizenship Required
* North Ryde, Parking provided or Close to Station
* Newly created role
Date Posted
Trades & Services
Sydney, NSW 2000
Job Type
Full Time, Permanent
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