Knowledge & Process Specialist

About Belong

It feels good to bring people together. As a telcoweremaking our world a more inclusive place. That means giving Australians the tools they need to get things done in the digital world. As an organisationwerefocused on having a customer first mindset and delivering effortless customer experiences. As a workplacewerebuilding a community where people can bring their whole selves to work. Workplaces can be brutally bland andthatsnot good for anyone. Difference makes us all better andwerealways striving to improve.

Focus of the Role
As a Knowledge and Process Specialist you help our people deliver great customerexperiences by turning complexity into claritymaintaininga trusted knowledgeecosystem and designing workflows that support our customer facing teams to work confidently.

WhatYoullDo

This role sits within the Belong Channel Operations team.Youllwork alongside other knowledge and process specialists as well as experts in communications learning and deployment.

Youll partner with stakeholders to understand how work happens mapping process from high level journeys down to detailed steps to ensure smooth servicing ofnbnand mobile products for our customers.

Youllidentifywhere things can be simpler or more effective uncover pain points remove inefficiencies and design changes that make work safer more reliable and easier for both our people and our customers.Youllthen translate those processes into clear practical work instructions that guide our teams through both simple and complex tasks with confidence.

This role ensures every process is clearly mapped well documented versioncontrolled and easy to access whether for training audits or day to day work. Bysupporting regulatory readiness and strengthening how we work end-to-end theKnowledge and Process Specialist help build a more consistent resilient and highperforming operation.

Key Responsibilities
Consult with stakeholders to understand business problems desired outcomes
pain points and the scope of required change.
Facilitateworkshops and collaborative sessions toidentifyopportunities
validate findings and build alignment on improvements.
Conduct impact assessments toidentifyaffected processes systems and
frontline audiences ensuring clear visibility of risks and dependencies.
Define milestones key dates and delivery plans proactively managing risks
assumptions and competing priorities.
Analyse current processes toidentifyinefficiencies bottlenecks redundancies
and opportunities for optimisation.
Evaluate and interpret data to support improvement initiatives and inform
decision making.
Develop and implement process improvement strategies using Lean Six Sigma
DMAIC or similar methodologies.
Lead root cause analysis to uncover underlying issues and design long term
scalable solutions.
Create clear and comprehensive process documentation including process
maps and work instructions.
Maintainthe knowledge base including version control updates and
governance of published processes and procedures.
Translate technical information into clear accessible documentation that
supports daily operations.
Contribute to a collaborative team culture by building peer relationships sharing
feedback and supporting collective growth.
Coach and guide SMEs and Process Owners to understand knowledge standards
and toidentifynonvalueaddingactivities across their processes
Work within an Agile environment adopting Agile practices tools and mindset
to continuously improve ways of working.
Use AI productivity tools effectively and ethically to enhance efficiency and
quality of work.

About You

Youreproactive improvement focused and passionate about making work easier for people. You enjoy simplifying complex processes spotting opportunities to improve how things are done and turning detailed information into clear helpful guidance.Yourepractical curious and comfortable working with others to understand problems find better ways of working and document them in a waythatseasy for anyone to follow.

Skills and Experience
Essential Skills
Strong communication skills with the ability to adapt style to suit the audience
Solid understanding of continuous improvement methodologies (e.g. LeanSixSigma)
Human Centred Design mindset
Experience writing or editing technical or operational documentation
Process modelling
Stakeholder engagement
Strong verbal and written communication
Teamwork and collaboration.

Highly Desirable Skills
Attention to detail
Facilitation
Negotiation
Problem solving
Project management
Data analysis
Change management

Systems and Tools (Highly Desirable)
Signavio
Salesforce
AWS
Microsoft 365 & Copilot