Knowledge Advisor

About the Role

As a Knowledge Advisor at Auckland Council's Technology Services, you'll play a critical role in managing and enhancing the ServiceNow Knowledge Management practice. This position requires both the organizational skills to maintain governance and the ability to convert complex technical data into clear and practical content. You will collaborate closely with subject matter experts and be involved in expanding your expertise across various ServiceNow modules, including virtual agent training.

Responsibilities

• Lead and advocate for the Knowledge Management practice across ICT by developing and refining the knowledge framework and Knowledge Centred Service approach.
• Manage and optimize the ServiceNow Knowledge Management module, ensuring governance, consistent templates, and standards are maintained.
• Conduct workshops and interviews with technical subject matter experts to effectively gather knowledge.
• Create, edit, and publish knowledge articles, including procedures, guides, and troubleshooting documentation that simplify technical information for practical use.
• Train and fine-tune the virtual agent to enhance automated customer query resolutions using well-structured knowledge content.
• Expand competencies in other ServiceNow modules to promote the integration and reuse of knowledge throughout the platform.
• Identify and address gaps in the knowledge base by initiating new content development.
• Analyze usage statistics and customer feedback to determine areas for content improvement.
• Work closely with project and service transition teams to embed knowledge assets throughout project deliveries rather than as post-implementation additions.

Requirements

• Proven experience with Knowledge Management frameworks, principles, and procedures.
• Exceptional technical writing and editing skills capable of simplifying complex subjects without sacrificing accuracy.
• Confidence in leading workshops and structured interviews to extract expert knowledge efficiently.
• Practical experience managing and improving ServiceNow Knowledge Management content and governance.
• Willingness and enthusiasm to develop broader ServiceNow platform skills; exposure to virtual agent training and optimization is advantageous.
• Strong analytical capabilities and experience utilizing data and reports to facilitate ongoing improvements.
• Excellent stakeholder management and persuasive skills to establish the value of knowledge management initiatives.
• A tertiary qualification in Information Technology or a related field; ITIL certification is desirable; approximately seven years of relevant professional experience.

Additional Information

You will be part of Auckland Council's Service Improvement team within Technology Services, a group dedicated to merging process, people, and technology to enhance knowledge utilization across the organization. This role has the unique opportunity to influence knowledge sharing through multiple channels, including virtual agents, ultimately contributing to better-informed teams and improved service delivery for Aucklanders.

The council is committed to being a treaty-responsive entity, and the successful candidate will also support the Māori Responsiveness initiatives within the team.