Knowledge Advisor

Technology Services | Service Improvement Team | Auckland Council

About the role

Knowledge is one of the most powerful tools we have for helping our people and our customers help themselves. As our Knowledge Advisor, you won’t just keep the wheels turning on our ServiceNow Knowledge Management practice — you’ll get hands-on, working alongside subject matter experts to actually create the knowledge articles, guides and procedures that make a real difference to how Technology Services operates.

This role suits someone who loves both sides of knowledge management: the structure, governance and continuous improvement of a healthy knowledge base, and the craft of turning complex technical information into clear, usable content. There’s also real scope here to grow your platform skillset — including training our virtual agent and building knowledge across ServiceNow modules — so knowledge gets leveraged well beyond a single knowledge base.

What you’ll be doing

• Own and champion the Knowledge Management practice across ICT — developing, implementing and continuously improving our knowledge framework and the Knowledge Centred Service methodology
• Administer and optimise our ServiceNow Knowledge Management module, including governance, templates and standards
• Run knowledge capture workshops and interviews with technical subject matter experts to surface what they know
• Write, edit and publish knowledge articles, procedures, troubleshooting guides and service documentation — translating technical detail into content people can actually use
• Train and tune our virtual agent, feeding it well-structured knowledge so it can resolve more customer queries without human intervention
• Build your skills across other ServiceNow modules to help knowledge be surfaced and reused wherever it adds value across the platform, not just within the knowledge base
• Proactively spot gaps in our knowledge base and drive the creation of new content to fill them
• Analyse content usage and customer feedback to identify what’s working and what needs improving
• Partner with project and service transition teams to make sure knowledge assets are built in as part of delivery, not bolted on afterwards

What you’ll bring

• Solid experience in Knowledge Management principles, frameworks and processes
• Strong technical writing and editing skills — you can make complex things simple without losing accuracy
• Confidence facilitating workshops and running structured interviews to extract knowledge from busy SMEs
• Hands-on experience with ServiceNow Knowledge Management (content creation, governance and optimisation)
• Curiosity and appetite to build broader ServiceNow platform skills — virtual agent training/tuning experience is a bonus, and interest in learning is just as valued
• An analytical mindset — comfortable using data and reporting to drive continuous improvement
• Great stakeholder engagement skills and the persuasiveness to get knowledge management taken seriously
• A tertiary qualification in IT or similar; ITIL certification is a plus; around 7+ years’ relevant experience

Why join us

You’ll be part of the Service Improvement team within Technology Services at Auckland Council, working at the intersection of process, people and technology. You’ll have the chance to genuinely shape how knowledge is captured, shared and used across the organisation — including through channels like our virtual agent — reducing incidents, improving self-service, and helping our teams deliver better outcomes for Aucklanders.

We’re also committed to being a treaty-responsive organisation, and you’ll help lead our Māori Responsiveness journey as part of the team.

Sound like you?

If you’re ready to bring structure, craft and curiosity to how we manage knowledge, we’d love to hear from you. Apply now.