Knowledge Lead - TSPV Cleared
📍 Canberra (On-site)
🛡️ National Security / Intelligence Environment
We are seeking an experienced Knowledge Lead to drive and mature knowledge management practices across a complex, mission-critical ICT environment supporting Australia's national security capability.
This is a high-impact role where you will shape how operational knowledge is captured, governed, and leveraged-ensuring teams have access to accurate, timely, and actionable information to enhance service delivery, reduce incident recurrence, and strengthen system reliability.
The Role
As the Knowledge Lead, you will own and evolve the Knowledge Management function across ICT operations, embedding ITIL-aligned practices and ensuring a consistent, high-quality knowledge ecosystem.
Working closely with Incident, Problem, Change, Engineering, and Operations teams, you will:
* Lead and mature Knowledge Management processes aligned to ITIL best practice
* Design and implement knowledge frameworks including lifecycle standards, taxonomy, workflows, and governance models
* Oversee the creation, review, and publication of knowledge articles, SOPs, work instructions, Known Errors, and workarounds
* Drive knowledge uplift across operational teams, embedding structured and repeatable knowledge practices
* Translate incidents, problems, PIRs, and recurring issues into actionable knowledge to reduce risk and escalation
* Collaborate with SMEs and technical teams to ensure knowledge remains accurate, relevant, and mission-aligned
* Deliver reporting and insights on knowledge usage, quality, and gaps to support continual service improvement
What You'll Bring
* Strong experience in Knowledge Management, Service Management, or similar ICT operational roles
* Solid understanding of ITIL processes (Incident, Problem, Change, Knowledge)
* Proven ability to develop clear, structured, and high-quality technical documentation
* Experience working across complex, multi-vendor ICT environments
* Strong stakeholder engagement skills, with the ability to influence and uplift capability across teams
* Analytical mindset with the ability to turn operational data into practical insights and improvements
* Experience with ITSM tools such as ServiceNow, JIRA
* ITIL v4 certification (highly regarded)
* Experience in Defence or secure environments (desirable)
Security Requirements
* Australian Citizenship (mandatory)
* Active TSPV Clearance (mandatory)
* Ability to obtain and maintain DISA/OSA suitability
Why Apply?
* Play a critical role in supporting Australia's national security/intelligence units
* Work within a highly secure, mission-driven environment
* Influence and uplift knowledge practices across a large-scale ICT program
* Be part of a collaborative team focused on operational excellence and continuous improvement
If you're passionate about driving knowledge excellence in complex environments and want to make a tangible impact on critical national capabilities, we'd like to hear from you.