Knowledge Specialist at Datacom in Melbourne, Victoria, AU

Our Why

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.

About the Role (your why)

As a Knowledge Specialist, you will be responsible for managing and maintaining the knowledge base for a specific functional area within Datacom. You’ll play a key role in creating, refining and delivering high-quality technical documentation and knowledge resources that support both internal teams and customers.

Working closely with Development Specialists and stakeholders, you will analyse technical information, edit and standardise documentation, and ensure knowledge assets are accurate, accessible and aligned to contractual and operational requirements. You will also contribute to the continuous improvement of knowledge management frameworks, information architecture and content standards to enhance how information is shared and consumed across the organisation.

Our offices are based in Australia. We like to bring people together in person when we can, but we are mindful of the benefits of working from home for work/life balance. We therefore leave it to you and the team you join to figure out what works best!

Due to the nature of this role, Australian Citizenship is required and the successful candidate must be eligible to obtain and maintain a Government security clearance.

What you’ll do

At the moment, as Knowledge Specialist you will be focused on:

• Maintaining the internal knowledge base for a specific functional area to support operational effectiveness and performance.

• Writing, editing and refining technical documentation including manuals, online help systems, installation guides and quick reference materials.

• Reviewing and editing contributions from Development Specialists to produce unified and consistent support documentation.

• Analysing program outlines and technical information to develop high-quality support manuals and resources.

• Ensuring contractual support and documentation requirements are met.

• Improving content templates, research methods and authoring style guides.

• Managing user roles and permissions to ensure the right information reaches the right audiences. • Developing and maintaining information architecture and taxonomy structures to support effective communication and discoverability.

• Coordinating activities related to search tuning, taxonomy, grading and dictionary maintenance.

• Identifying opportunities to automate labour-intensive and repetitive tasks using Datacom knowledge management frameworks.

• Supporting a positive health and safety culture in line with Datacom policies and practices.

We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs.

What you’ll bring

Required experience:

• 3+ years’ experience in technical writing or knowledge management, preferably within a similar technical environment.

• Bachelor’s degree in Computer Science, Technology or a related discipline. • Knowledge of outsourced IT services and infrastructure project requirements.

• Specialist understanding of technical writing and knowledge management techniques and tools.

• Strong knowledge of approaches, tools and techniques for problem identification and resolution.

• Advanced writing skills with the ability to create clear, user-friendly knowledge resources.

• Strong verbal and written communication skills with the ability to communicate technical concepts to varied audiences.

• Proven analytical and problem-solving skills.

• Excellent stakeholder relationship management and collaboration skills.

• Strong presentation, planning and report writing capabilities. • Ability to manage budgets, schedules, work plans and performance expectations effectively.

Nice to have:

• Working knowledge of or certification in ITIL methodologies

• AWS Certified Solutions Architect – Professional

• AWS Certified DevOps Engineer – Professional. • Experience with Node.js or Python

• Experience with source control tools such as Git, Bitbucket or CodeCommit

• Experience with Docker, Puppet, SQL, Jenkins or serverless technologies

• Knowledge of AWS Lambda, CloudFormation or Azure ARM

Why join us here at Datacom?

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size.

It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us. We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work.

You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment. We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.