Knowledge Management Specialist

KnowledgeManagement Specialist
Clerk Grade:7/8; $116981 - $129492 plus super
Employment Type: Ongoing; Fulltime; 2 roles
Location: Parramatta Goulburn Orange - Hybrid -office requirement 2-3 daysa week as a minimum which could be subject to change based on applicable DCSworkplace policies.

About Us

Departmentof Customer Service (DCS) transforms the way NSW Government agencies interactwith customers. We are passionate about putting the customer at the centre ofeverything we do and adopting new technologies to make Government work is a service provider and regulator focusing on delivering first-classcustomer service digital transformation and regulatory reform to createbetter outcomes for the people of NSW.

About the team

GovernmentShared Services (GSS) is a new division in DCS that is leading the way instreamlining processes and transactional shared services to allow our people tobetter focus on their customers and delivering their services.
Weare developing and delivering a roadmap to leverage technology streamlineprocesses replace legacy systems and deliver a consistent experience to morethan 100 agencies across 8 NSW Government Departments.

What you will do

As a Knowledge Management Specialist youwill play a key role in maintaining improving and governing businessknowledge process documentation and digital guidance tools that support bothinternal staff and external customers.

*Create review and maintain knowledge articles procedures guides FAQs and other system-related content for both internal teams and external customers.
*Translate complex business and technical information into clear user-friendly content that supports service delivery and customer outcomes.
*Work with subject matter experts to capture business knowledge and embed it into organisational knowledge repositories.
*Monitor and maintain knowledge quality standards ensuring content remains consistent accessible and compliant with governance requirements.
*Support system implementations enhancements and change initiatives through process documentation knowledge development and user support materials.
*Analyse feedback and usage data to identify opportunities to improve knowledge content business processes and digital adoption outcomes.
*Contribute to continuous improvement initiatives that enhance operational efficiency knowledge accessibility and customer experience.

About You

Thesuccessful candidate must demonstrate strong capabilities in:

*Knowledge management business process documentation or content development.
*Strong understanding of business process mapping and process review methodologies.
*Experience working with SAP Signavio myWorkZone or WalkMe or similar process management and digital adoption platforms.
*Excellent written communication skills with the ability to develop clear and engaging user-focused content.
*Strong stakeholder engagement consultation and facilitation skills.
*The ability to analyse interpret and document complex processes and procedures.
*A commitment to continuous improvement and delivering high-quality customer outcomes.

What we need from you

Anup-to-date CV (max 5 pages) and a cover letter (max 2 pages) outlining how yourknowledge skills and experience are aligned to the your cover letterplease share your motivation for applying for this position and your relevantskills.

Pleasenote that assessments will be conducted for this role. This involves submittingyour application for review an interview workplace assessment and referencechecks.

Atalent pool may be created from this recruitment action for future temporary orongoing vacancies in roles with similar capability requirements

Click Here to access the Role Description .

For enquiries relating to recruitment please contact Bryan Kreltszheim via

Visit the Capability Application Toolto prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

Closing Date: Friday 9th October 2026 @ 11.59pm

Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service digital transformation and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace
The strength of our workforce lies in its diversity and embracing difference while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We provide adjustments to the recruitment process for candidates including individuals with disability. If you require an adjustment during the recruitment process including alternate formats or have questions about the support available please contact Talent Operations onor .

For more information please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

Required Experience:

IC