Knowledge Specialist

Date: 15-Mar-2023

Location: South Auckland, NZ, 1010

Company: Auckland Council


  • 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.
  • 12 month 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
  • Knowledge of web-based business applications and technologies such as HTML, CSS, JSON
  • Experience with content management systems (Umbraco, SharePoint)
  • Substantial experience of Microsoft applications including Excel, Word, PowerPoint, and Outlook
  • 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 is an equal opportunity employer (EOE) and we are committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at the time of application to assist you through the recruitment process.


Auckland Council strongly encourages our employees to be fully vaccinated.