Knowledge Specialist
4 weeks ago
Fantastic opportunity to be part of a cutting-edge team.
- Help shape a functional internal knowledge repository and provide the ongoing creation and review of the knowledge contained within it.
- Fixed-term role that plays a vital part in delivering top-notch customer service to the people of Auckland.
**He angitūtanga: The opportunity**
This role will be responsible for supporting front-line staff with knowledge that is customer-centric, accurate, effective and delivers Customer Services business outcomes.
Knowledge Specialists share the accountability for the customer outcomes with frontline staff, and will play a key role in developing, publishing, and maintaining internal knowledge to improve the customer experience and deliver a high performing and scalable shared services platform.
**Key Responsibilities**:
- Ensure completion of work in a timely manner.
- Ensuring content meets all style guidelines, standards, and best practice.
- Knowledge management of rates and valuations content on iKnow - Mohio
- Managing the review process to ensure content remains current and accurate.
- Be committed to continuous improvement. Identify gaps and areas for continuous improvement.
- Working with business units and providing advice on the maintenance of their content and removal of content where appropriate.
- Managing the creation of knowledge content including researching, writing, editing, and formatting, ensuring it is customer-centric, accurate, practical, and appropriate.
- Champion and provide a culture of exemplary customer service to external and internal customers and stakeholders.
- Build and maintain excellent relationships in the Digital and Customer Services Department and wider Auckland Council.
- Ensure effective relationships with the Auckland Transport Knowledge Team and Information Systems (IS) teams and other internal customers to ensure delivery of customer-centric and practical solutions.
- Work closely with Channel Excellence team members to ensure synergies across the unit and provide input into team and department business plans as required.
**He kōrero mōu: About you**
**To be successful in this role, you will display the following**:
- 2+ years writing experience in technical or content authoring.
- Experience in the field of user interface/user experience
- Experience in principles of writing web, mobile and knowledgebase content
- Experience working in a customer-facing environment
- Experience with content management systems (Umbraco, SharePoint)
- You will bring knowledge and experience across a range of skills including how to recognise patterns in behaviour and information, how to analyse and improve how knowledge is structured and delivered.
- You will be naturally curious, agile, and highly collaborative in your approach to optimise knowledge that is responsive to changing customer needs and business outcomes.
- The basics for this role include writing for end-user needs, content authoring, and publishing on shared databases, all of which are core to succeeding in this important role at New Zealand’s largest council.
- A tertiary qualification at a diploma or undergraduate level in any of the following field’s communication, business, information systems, writing for the web or equivalent professional experience.
Click here to access the Position description.
**Ngā āhuatanga kei a mātou: What we offer.**
You will be a part of a passionate team of professionals within a department which has a strong Tikanga (cultural values). We embrace diversity, offer training opportunities, career development and a flexible work environment with attention on a good work-life balance.
You will also have access to a range of fantastic Auckland Council benefits, and a range of other partnership discounts.
**Applications close: Thursday, 30th of March 2023 at 11:59 pm.**
- Auckland Council strongly encourages our employees to be fully vaccinated._
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