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.
