Knowledge Advisor

Technology Services | Service Improvement Team | Auckland Council

About the role

Knowledge is a powerful tool that helps our customers to find answers and solve problems on their own.

As Knowledge Advisor, you will do more than just maintain our ServiceNow Knowledge Management practice. You will work closely with Subject Matter Experts (SMEs) to create knowledge articles, guides and procedures that make a real difference to how Technology Services operates.

This role is ideal for someone who enjoys both the structure, governance, and continuous improvement of a healthy knowledge base, and turning complex technical information into clear, readable and usable content.

What you’ll be doing

• Own and champion the Knowledge Management practice across Technology Services.
• Develop, implement and continuously improve our knowledge framework and Knowledge Centred Service (KCS) methodology.
• Administer and optimise our ServiceNow Knowledge Management module, including governance, templates and standards.
• Conduct knowledge-capture workshops and interviews with technical SMEs to capture and document their knowledge.
• Write, edit and publish knowledge articles, procedures, troubleshooting guides and service documentation, turning technical into information into clear and useful content.
• Proactively spot gaps in our knowledge base and drive the creation of new content to address them.
• Analyse content usage and customer feedback to identify what’s working and what needs improving.
• Partner with project and service transition teams to ensure knowledge assets are built in as part of delivery and not as an afterthought.

What you’ll bring

• Solid experience in Knowledge Management principles, frameworks and processes.
• Strong technical writing and editing skills, with the ability to make complex information clear and simple while maintaining accuracy.
• Confidence in facilitating workshops and running structured interviews to extract knowledge from busy SMEs.
• Hands-on experience with ServiceNow Knowledge Management, including content creation, governance, and optimisation.
• An analytical mindset with the ability to use data and reporting to drive continuous improvement.
• Great stakeholder engagement skills with the confidence to encourage others to see the value in knowledge management and participate in it.
• A tertiary qualification in IT or similar, ITIL certification is a plus, and 7+ years relevant experience.

Why join us

You will 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, reducing incidents, improving self-service, and helping our teams deliver better outcomes for Aucklanders.

Does this sound like you?

If you are ready to bring structure, clarity and curiosity to how we manage knowledge, we would love to hear from you. Apply now.