Knowledge Advisor

About the role

In this position, you’ll play a key part in helping customers and internal teams solve problems faster by improving how knowledge is captured and shared. Rather than only maintaining a ServiceNow knowledge base, you’ll collaborate with subject matter experts to develop practical articles, guides, and procedures that strengthen Technology Services operations.

This opportunity suits someone who enjoys bringing order, governance, and ongoing refinement to a knowledge environment, while also translating complex technical topics into content that is easy to understand and use.

Key responsibilities

• Lead and advocate for the Knowledge Management practice across Technology Services.
• Build, roll out, and continuously enhance the knowledge framework and Knowledge-Centred Service (KCS) approach.
• Manage and improve the ServiceNow Knowledge Management module, including its governance model, templates, and standards.
• Run knowledge-gathering workshops and interviews with technical subject matter experts to capture their expertise.
• Draft, refine, and publish knowledge articles, procedures, troubleshooting content, and service documentation in clear, usable language.
• Identify missing areas in the knowledge base and initiate new content to close those gaps.
• Review content performance and customer feedback to understand what is effective and what needs to be improved.
• Work alongside project and service transition teams so knowledge assets are created as part of delivery from the start, not added later.

What you’ll need

• Strong practical experience with knowledge management principles, frameworks, and workflows.
• Excellent technical writing and editing ability, with the skill to simplify complex information without losing accuracy.
• Comfort leading workshops and structured interviews to draw knowledge from busy subject matter experts.
• Direct experience using ServiceNow Knowledge Management for content creation, governance, and optimisation.
• A data-driven mindset with the ability to use reporting and insights to improve results over time.
• Strong stakeholder engagement skills and the confidence to build buy-in for knowledge management across teams.
• A tertiary qualification in IT or a related field, ITIL certification being an advantage, and at least 7 years of relevant experience.

Why this role stands out

You’ll join the Service Improvement team within Technology Services at Auckland Council, working where process, people, and technology meet. This is a chance to influence how knowledge is collected, shared, and applied across the organisation, with the goal of reducing incidents, improving self-service, and supporting better outcomes for Aucklanders.

Additional information

This role is based onsite in Auckland, New Zealand and is a full-time position. No salary or stipend details were provided in the source. No specific number of vacancies, start date, or application deadline was stated.

If you’re someone who brings structure, clarity, and curiosity to knowledge management, this could be a strong fit.