Knowledge Management Lead – 12‑Month Fixed‑Term Contract

About the role

The Siam Knowledge Management Lead will support the operation and continual improvement of Knowledge Management across designated Datacom services and customers, working within an established framework.

Key responsibilities

• Implement, operate and improve Datacom’s knowledge management framework, processes and standards.
• Coordinate creation, review, approval, publication and retirement of Knowledge Articles.
• Work with Service Desk teams, resolver groups and subject‑matter experts to close knowledge gaps.
• Maintain article metadata, taxonomy, ownership and permissions.
• Monitor article feedback, review cycles and knowledge lifecycle compliance.
• Produce operational reporting on article health, usage and improvement opportunities.
• Promote self‑service, shift‑left practices and knowledge reuse.
• Facilitate knowledge reviews, working sessions and audit activities.

Required profile

• At least three years’ experience in knowledge management, service desk or ITSM.
• Hands‑on experience with ServiceNow Knowledge Management or a comparable platform.
• Understanding of the knowledge lifecycle and ITIL Knowledge Management principles.
• Strong written communication, editing and documentation skills.
• Australian citizenship and ability to obtain Baseline security clearance.

Required skills

• ServiceNow Knowledge Management
• Jira Service Management
• Confluence
• ITIL Knowledge Management principles
• Knowledge‑Centered Service (KCS) practices (beneficial)

What we offer

• Paid parental leave
• 24/7 Employee Assistance Programme (DataCare)
• Ongoing learning, certifications and career development opportunities
• Access to industry‑leading learning platforms and future skills training
• Recognition programmes and employee discounts
• Meaningful work with real impact