- Fixed-term contract until 30th June 2027 with view to extend
- Play a hands-on role supporting a nationally significant aged care service
- Hybrid working (2 days in office), easy commute to our Haymarket office
About us
At Healthdirect Australia, we help Australians access trusted health information, advice and care through our national virtual health services.
About the opportunity
We are seeking a Knowledge Management Analyst to develop, maintain and continuously improve the My Aged Care Knowledge Management System (KMS) - a critical resource used daily by contact centre staff, Healthdirect teams and the Department of Health, Disability and Ageing.
In this role, you will translate complex policy, system and operational requirements into clear, structured and easy-to-follow work instructions that support the consistent delivery of the My Aged Care service.
Key Responsibilities
- Develop, maintain and audit knowledge articles to ensure accuracy, relevance and integrity of stored information
- Navigate simple HTML code to support document creation and editing
- Track document update requests from suggestion through approval to go-live, keeping status and next actions visible
- Assign metadata, tags and keywords to articles, and maintain content menus to support effective search and navigation
- Validate work instructions against relevant systems, including CRM platforms such as Dynamics, Siebel or Twilio
- Engage stakeholders and subject matter experts to validate assumptions and incorporate feedback before changes go live
- Participate in call calibration and other operational forums to identify knowledge improvement opportunities
- Provide accurate reporting on KMS activity, usage data and performance to Service and Strategy Leads
About You
You are an experienced knowledge management professional or technical writer with a strong eye for detail and a talent for turning complex information into clear, practical content. You understand how frontline users consume information, and you bring strong stakeholder engagement skills to manage competing priorities in a fast-paced service environment.
What you'll bring to the role
- Demonstrated experience in a Knowledge Management, Knowledge Analyst, Technical Writing or similar role within a complex operational or service delivery environment
- Proven experience developing end-user work instructions, operational procedures, process documentation and scripting
- Experience working with a Knowledge Management System, including content lifecycle management, version control, approval workflows and content governance
- Strong stakeholder engagement and interpersonal skills, with the ability to work collaboratively with subject matter experts and senior stakeholders
- Confidence navigating business systems and applications, and familiarity with basic HTML or similar content formatting tools
- Experience within government, health, aged care, disability or another regulated service environment is desirable
Why join Healthdirect
Your work will contribute to nationally significant virtual health services that support Australians to access trusted health advice and care. You will help shape the quality, safety and experience of the My Aged Care service for older Australians and their families.
We are committed to creating a culture where you can bring your whole self to work.
Our benefits include:
- Flexible work arrangements (2 days per week in office, pro-rated for part time employees);
- 14 weeks company Paid Parental Leave for both parents;
- Multi-dimensional wellbeing program that is run by our people for our people;
- Individual curated learner journeys to support you to expand your capabilities and unlock your talent.
To find out more about Healthdirect and our vision for a healthier Australia, visit about.healthdirect.gov.au.
As an Equal Opportunity Employer, we respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.
Click Apply to submit your application. Please note, you must have the right to live and work in Australia to apply for this role.
About us
At Healthdirect Australia, we help Australians access trusted health information, advice and care through our national virtual health services.
About the opportunity
We are seeking a Knowledge Management Analyst to develop, maintain and continuously improve the My Aged Care Knowledge Management System (KMS) - a critical resource used daily by contact centre staff, Healthdirect teams and the Department of Health, Disability and Ageing.
In this role, you will translate complex policy, system and operational requirements into clear, structured and easy-to-follow work instructions that support the consistent delivery of the My Aged Care service.
Key Responsibilities
- Develop, maintain and audit knowledge articles to ensure accuracy, relevance and integrity of stored information
- Navigate simple HTML code to support document creation and editing
- Track document update requests from suggestion through approval to go-live, keeping status and next actions visible
- Assign metadata, tags and keywords to articles, and maintain content menus to support effective search and navigation
- Validate work instructions against relevant systems, including CRM platforms such as Dynamics, Siebel or Twilio
- Engage stakeholders and subject matter experts to validate assumptions and incorporate feedback before changes go live
- Participate in call calibration and other operational forums to identify knowledge improvement opportunities
- Provide accurate reporting on KMS activity, usage data and performance to Service and Strategy Leads
About You
You are an experienced knowledge management professional or technical writer with a strong eye for detail and a talent for turning complex information into clear, practical content. You understand how frontline users consume information, and you bring strong stakeholder engagement skills to manage competing priorities in a fast-paced service environment.
What you'll bring to the role
- Demonstrated experience in a Knowledge Management, Knowledge Analyst, Technical Writing or similar role within a complex operational or service delivery environment
- Proven experience developing end-user work instructions, operational procedures, process documentation and scripting
- Experience working with a Knowledge Management System, including content lifecycle management, version control, approval workflows and content governance
- Strong stakeholder engagement and interpersonal skills, with the ability to work collaboratively with subject matter experts and senior stakeholders
- Confidence navigating business systems and applications, and familiarity with basic HTML or similar content formatting tools
- Experience within government, health, aged care, disability or another regulated service environment is desirable
Why join Healthdirect
Your work will contribute to nationally significant virtual health services that support Australians to access trusted health advice and care. You will help shape the quality, safety and experience of the My Aged Care service for older Australians and their families.
We are committed to creating a culture where you can bring your whole self to work.
Our benefits include:
- Flexible work arrangements (2 days per week in office, pro-rated for part time employees);
- 14 weeks company Paid Parental Leave for both parents;
- Multi-dimensional wellbeing program that is run by our people for our people;
- Individual curated learner journeys to support you to expand your capabilities and unlock your talent.
To find out more about Healthdirect and our vision for a healthier Australia, visit about.healthdirect.gov.au.
As an Equal Opportunity Employer, we respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.
Click Apply to submit your application. Please note, you must have the right to live and work in Australia to apply for this role.
Skills Required
- Demonstrated experience in knowledge management, knowledge analysis, technical writing, or a similar role in a complex operational or service delivery environment
- Experience developing end-user work instructions, operational procedures, process documentation, and scripting
- Experience working with a Knowledge Management System, including content lifecycle management, version control, approval workflows, and content governance
- Strong stakeholder engagement and interpersonal skills, including collaboration with subject matter experts and senior stakeholders
- Confidence navigating business systems and applications
- Familiarity with basic HTML or similar content formatting tools
- Experience within government, health, aged care, disability, or another regulated service environment
What We Do
Healthdirect Australia is a national, government-owned, not-for-profit virtual health service. Funded by Australian governments, it provides all Australians with free, 24/7 health information, advice and referral through its website, app and telephone nurse advice helpline. Its mission is to help people manage their health and connect with the right care at the right time, improving access to coordinated healthcare across the country.
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