Knowledge Management Analyst

Are you ready to unleash your potential?

At Deloitte, we are committed to making an impact that matters for our clients, our people, and the communities we serve.

We are excited to announce our collaboration with NEXTDC, Australia’s leading independent data centre operator, to establish a new Technology Operations team in Malaysia. This partnership is crucial in enabling NEXTDC’s Technology division to expand its technical capabilities and enhance operational efficiency. While your initial employment will be with Deloitte, you will focus on providing services to NEXTDC’s Technology division, with the potential for a direct transition to a permanent career with NEXTDC upon successful completion of key project outcomes.

NEXTDC is a well-established and fast-growing Australian company committed to making digital infrastructure accessible, resilient, seamlessly integrated, and socially responsible. NEXTDC are currently expanding into Malaysia with their first data centre already under construction, offering you the chance to be part of Malaysia’s digital transformation. NEXTDC strives to make impactful investments that accelerate job skills, direct investment, and economic prosperity in Malaysia, building trust within the community.

By joining this team, you will work alongside NEXTDC’s diverse, inclusive, and globally connected team, while benefiting from continuous learning, professional development, an international network, access to modern technology, flexibility and a healthy work-life balance.

Ready to unleash your potential? Join our winning team today!

Work you will do

We are looking for a dedicated Knowledge Analyst to execute our client, NEXTDC’s, knowledge management processes, working closely with the Knowledge Management Lead to foster a knowledge sharing culture and robust Knowledge Base. You will work closely with the Knowledge Management Lead to foster a knowledge-sharing culture and maintain a robust Knowledge Base.

The ideal candidate should be adept at creating, maintaining, and disseminating knowledge content, ensuring information accuracy, relevance, and accessibility. You should also have experience in applying knowledge management processes, supporting content creation, and conducting quality assurance across our information base.

In this role, your key responsibilities in supporting, NEXTDC’s operations, will include:

• Apply and execute the processes, governance, and tools to gather, analyse, store, share and manage knowledge and information.
• Conduct content analysis and ensure data quality assurance for knowledge articles to maintain accuracy and relevance.
• Perform quality checks and ongoing monitoring of the Knowledge Base to ensure information is relevant, accurate, and compliant.
• Generate reports across knowledge usage and effectiveness to identify trends and areas for improvement.
• Tag and classify content within the knowledge base to enhance searchability and user navigation.
• Collaborate closely with service owners to capture content, knowledge gaps, and feedback.
• Document processes and conduct system testing to ensure tools are functional and aligned to business needs.
• Ensure the Knowledge Base is secure, compliant, accessible, and available as per client’s standards and policies.
• Facilitate training and support on knowledge management tools and practices to champion a knowledge management culture.
• Drive efficiencies required to reduce the need to rediscover knowledge.
• Actively continue to the Knowledge Base
   

Requirements

If you are someone with:

• Bachelor’s degree in Information Systems, Information Technology, Business Administration, or related field.
• 2 or more years of experience in IT Service Management or in a similar role, preferably within an IT knowledge management context.
• A solution-oriented mindset with experience in developing and setting up knowledge management practice.
• Eligibility for an Australian business visa.
• Proven experience using ServiceNow as a knowledge management / service management tool is preferred.
• Strong understanding of ITIL principles and practices. ITIL certification is favourable.
• Prior experience in Operations within the Technology and/or Infrastructure industry is highly desired.
• Australian business experience would be an advantage.
   

Technical Skills

• In-depth understanding of the ITIL framework, particularly around the Knowledge Management process.
• Familiarity and experience with knowledge management methodologies and frameworks.
• Skilled at content creation, editing, and curation for technical and non-technical documentation.
• Ability to manage knowledge bases and cloud-based platforms for managing knowledge (i.e., ServiceNow, Confluence, SharePoint).
• Intermediate to advanced Microsoft Office skills (Project, Word, Excel, PowerPoint, and Outlook). 
   

Soft Skills

• Fluency in English – excellent verbal and written communication. 
• Excellent communication and interpersonal skills, with the ability to articulate concepts and ideas clearly to stakeholders at all levels.  
• Ability to multi-task effectively with strong time management skills.
• Ability to work under pressure whilst being organised, detail-oriented, accurate and thorough.
• Flexibility and adaptability to meet deadlines and willingness to work in a growing team.
   

This is a hybrid role in line with client’s working policy. Some travel to client’s work locations (including Australia) may be required in certain circumstances and will be jointly agreed with the client and the successful candidate.

Due to volume of applications, we regret that only shortlisted candidates will be notified. 

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