Knowledge Management Lead

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 seeking a detail-oriented Knowledge Management Lead to optimise and oversee the knowledge management processes at NEXTDC. You should be adept at refining the flow and utility of information across our Technology team, optimising the efficiency and quality of knowledge sharing to support superior decision-making and boost overall performance, ensuring its accuracy, relevance, and accessibility.

You will be instrumental in leading our knowledge management practice, implementing best practices that foster a culture of continuous improvement and operational excellence.

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

• Develop the overall strategy of the knowledge practice to promote best practices and align with organisational goals.
• Design and implement the processes, governance, and tools to gather, analyse, store, share and manage knowledge and information.
• Select and implement best practices and tools to drive knowledge sharing and process standardisation to deliver effective and efficient Knowledge Management.
• Drive continuous improvement and innovation in knowledge management practices.
• Oversee performance metrics and reporting for knowledge management.
• Collaborate and engage with stakeholders to provide relevant coaching, training, and support to champion a knowledge management culture.
• Lead ongoing maintenance and monitoring of the Knowledge Base to ensure the Knowledge Base is secure, compliant, accessible, and available as per standards and policies.
• Conduct regular knowledge audits to identify and drive improvements to enhance the knowledge lifecycle and overall framework.
• Drive efficiencies required to reduce the need to rediscover knowledge.
• Actively contribute to the Knowledge Base

Requirements

If you are someone with:

• Bachelor’s degree in Information Systems, Information Technology, Business Administration, or related field.
• 3 or more years of experience as a Knowledge Management Lead 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.
• Skilled at leading and influencing teams to drive adoption of knowledge management practices.
• 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 work in a growing team.
• Ability to provide guidance and collaborate with staff across differing time zones

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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