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ICT Knowledge Officer

The Department of Parliamentary Services -
Canberra ACT

Apply Now

Job Details

$92,450 - $99,185 a year
11 days ago

Benefits

Onsite gym
Gym membership
On-site parking

Qualifications

Management
Customer service
Quality assurance
Usability
Organisational skills
SharePoint
ServiceNow
Communication skills
Analytics

Full Job Description

Employment Type: Ongoing

Classification: Parliamentary Service Level 5

Closing Date: 11:30pm AEST, 25 August 2026

Contact: Stacey Siljak, 02 6277 5108, [email protected]

The Opportunity

The Department of Parliamentary Services (DPS) has an exciting opportunity for a proactive ICT Knowledge Officer to support how ICT information and knowledge is captured, managed and shared across the Australian Parliament.

Working in the Information Services Division, this role supports DPS’s digital modernisation agenda by improving the quality, consistency and discoverability of information across digital platforms. You will help ensure staff and clients can easily access accurate, up‑to‑date information when they need it.

The role involves creating, maintaining and improving knowledge resources including intranet/SharePoint sites, knowledge bases and procedural documentation. You will work closely with stakeholders to capture institutional knowledge, support content owners to apply agreed templates and standards, and use feedback and analytics to improve user experience and service outcomes.

Who we are looking for

We are seeking an organised and people‑focused ICT knowledge management professional who enjoys making complex information clear, accurate and easy to find. You will be comfortable working with content owners and subject matter experts to capture, structure and publish knowledge that supports frontline service delivery and business outcomes.

You will demonstrate strong attention to detail, sound judgement and a commitment to quality and customer service. Using clear written communication and effective stakeholder engagement, you will produce high‑quality knowledge articles, guidance and communications tailored to different audiences and channels.

You will bring a continuous improvement mindset, with the ability to apply information governance principles, manage competing priorities and contribute to change initiatives. Experience with digital collaboration and content platforms, along with an interest in user‑centred design, will be well regarded.

Experience with platforms like Microsoft SharePoint, ServiceNow, or similar, and knowledge of information architecture, metadata, and search is preferred.
Familiarity with content authoring tools and basic accessibility and usability concepts is also valued.
Experience in roles focused on knowledge sharing, communications, customer service, or stakeholder engagement is highly desirable.

Job Specific Requirements:

The successful applicant will be required to obtain and maintain a Negative Vetting 1 (Confidential/Highly Protected/Secret) security clearance.

At DPS, we are committed to building a diverse and inclusive workplace that ensures all our people can contribute to our shared purpose. We encourage applications from Aboriginal and Torres Strait Islander people, people with disability, people with caring responsibilities, people who identify as LGBTQIA+, people from cultural and linguistically diverse backgrounds, people who identify as neurodivergent, and mature aged people.

Duty Statement

Classification: Parliamentary Service Level 5

Branch: Digital Customer Services

Section: ICT Service Operations

Immediate supervisor: Assistant Director, ICT Training

Duty Statement

Under limited/general direction undertake duties in accordance with the agreed standards for the specified classification. The duties will include, but are not limited to, the following:

1. Collaborate with stakeholders to capture, validate and structure knowledge so it is accurate, current and easy to find across client facing and internal support content, using approved platforms.

2. Create, edit and publish knowledge content using agreed templates, style guides and accessibility requirements, ensuring consistency of tone, format, accuracy and version control.

3. Support information governance and quality assurance, including scheduled content reviews, lifecycle management, and identifying and escalating risks or issues in line with policies and standards.

4. Maintain and improve knowledge repositories (e.g. SharePoint/intranet and ServiceNow) by supporting information architecture and navigation in collaboration with platform administrators and content owners.

5. Provide advice and practical support to staff on using knowledge resources and contributing content, including coaching on good writing, tagging and maintenance practices.

6. Monitor usage, feedback and quality measures, identify gaps and improvement opportunities, and contribute to initiatives that enhance user experience and service outcomes.

7. Represent DPS as required at internal forums, contributing to knowledge management communities of practice and promoting consistent, client focused information sharing.

Selection Criteria

1. Highly developed written communication skills, including the ability to produce clear, accurate and user-focused knowledge content for both client-facing audiences and internal support teams, tailored to different channels.

2. Demonstrated stakeholder engagement and collaboration skills, including the ability to build productive working relationships with subject matter experts and support content owners to contribute and maintain knowledge.

3. Experience capturing, organising and maintaining information and knowledge across client facing and internal knowledge sets, including applying templates/standards, metadata or tagging, and content lifecycle practices (review, publish, archive).

4. Sound understanding of information governance, quality assurance and accessibility, and the ability to apply these principles when developing and maintaining knowledge resources.

5. Experience working with digital collaboration/content platforms (e.g. Microsoft 365/SharePoint, ServiceNow) and the ability to support improvements to information architecture, navigation and search in a user-centred way.

6. Demonstrated ability to plan and prioritise work, contribute to continuous improvement, and adapt to changing needs while delivering quality outcomes and responsive service.

Employees of DPS are required to be able, and to be seen to be able, to provide professional advice and services to all Senators and Members without favour or prejudice.

How to apply

Please upload a pitch (750 words maximum) describing how your skills and experience would contribute to the role and work of the department.

Your pitch is an opportunity to tell us why you want to work at DPS, why you are interested in the role and what you can offer in the role. Frame your pitch around the role description and relevant ILS Profile. Make sure to use relevant examples and accomplishments that demonstrate your ability to perform the role.

For additional guidance when crafting you application, please refer to the DPS Recruitment - Candidate Information Pack, which provides helpful tips on how to structure your pitch and highlight your most relevant skills and experience effectively.

Our purpose and values

We proudly provide innovative, unified, and client-focused services to the Australian Parliament and parliamentarians. We are a values driven department, placing our values at the heart of everything we do; from our service offerings and decision making to our interactions with stakeholders and each other.

Our people are employed in a broad and unique range of professional, customer service and trade-based roles, all joined by a shared purpose: to make an enduring contribution to Australia’s parliamentary democracy. We have an inclusive workplace that reflects the diversity of the community we serve. While we come from all walks of life, we share a commitment to care for and protect our iconic workplace.

Every year, almost one million people visit Australian Parliament House to experience the parliamentary process, the building’s architecture, nationally significant art collections, events, tours, and food and dining experiences – all made possible by our people, who are active participants in an environment where no two days are the same.

What we can offer

Join our community based on innovative, unified, and client-focused services, where your skills and development will be nurtured. You will also enjoy:

flexible working arrangements can be negotiated in accordance with our Enterprise Agreement and the operational needs of the roles
ongoing opportunities to learn and develop new capabilities
a competitive remuneration package
free on-site parking
free gym membership and access to recreational facilities available a APH
childcare (pending availability), banking services, post office, value-for-money dining options and more available at APH.

Salary

Currently, the salary range for this position is $92,450 - $99,185 per annum.

Conditions of Employment

Employment opportunities at the department are subject to a range of conditions prescribed in the Parliamentary Service Act 1999 which include:

Australian citizenship: Section 22 of the Parliamentary Service Act 1999 requires that employees of the Parliamentary Service are generally required to be Australian citizens. However, if you are not an Australian citizen you may be considered for engagement on the condition that you are able to gain Australian Citizenship within a specified time. Failure to obtain citizenship within the timeframe could lead to termination of employment.
Loss and resumption of Australian citizenship: Under historical provisions of the Australian Citizenship Act 1948 (section 17), some Australian citizens automatically lost their citizenship if they voluntarily acquired the citizenship of another country between 26 January 1949 and 3 April 2002. This loss occurred by operation of law and may not have been known to the individual at the time. Although these provisions were repealed in 2002 to allow dual citizenship, the repeal did not restore citizenship that was previously lost. Individuals who believe they may be affected are recommended to seek advice about resuming their Australian citizenship. Further information, is available on the Department of Home Affairs website.
- Applicants who progress to the offer stage with our department who have been affected by the loss of citizenship as outlined above will be required to demonstrate within a reasonable time that they have resumed, or are actively undertaking the process to resume, Australian citizenship.
Security clearance and character clearance: the preferred applicant will be required to obtain and maintain a security clearance at the level specified, as well as complete and be deemed suitable through a Nationally Coordinated Criminal History Check.
Health assessment: a pre-employment health assessment will be required where there are physical or medical requirements for the role.
External Work Approval: Employees must seek approval for any paid employment outside the department and declare voluntary activities that could impact their role.

Apply Now

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