- Location
- Sydney - 5 Martin Place, Australia
- Type
- Full-time
- Department
- Management
- Source
- Workday
Description
HUB24 leads the wealth industry as the best provider of integrated platform, technology and data solutions. At HUB24, we know the smartest investments start with our people. We are innovative and ambitious, and we move fast.
At HUB24, we empower our employees to bring their ideas and creativity to work. Rather than getting bogged down in bureaucracy and red tape, we build a culture that supports our team members to have a real impact on our business and the success of our customers.
HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB)
THE HUB24 STORY
We think creatively and we’re not constrained by traditional thinking or barriers to success. We’re led by experts, realists with ideas, grounded in commercial reality who are bold enough to visualise the future a little differently and to advocate for what matters to our clients. We are here to lead change and are committed to empowering better financial futures for more Australians.
Benefits and Life at HUB24
Learn more about our employee benefits HERE.
Job Summary:
As a Knowledge Specialist, you’ll play a key role in shaping how knowledge is created, maintained and shared across HUB24. This role is responsible for structuring, writing and maintaining guides and supporting assets across HUB24’s internal and external-facing knowledge bases, including SupportHUB and SharePoint/KMS.You’ll work closely with SMEs, business leads, operations teams, product team members and knowledge/change stakeholders to capture important process, product and system knowledge and turn it into clear, helpful and easy-to-use content. This is a great opportunity for someone who enjoys combining strong writing skills, stakeholder engagement, problem-solving and continuous improvement to help build a stronger knowledge culture across the business.
Responsibilities:
- Write, review and publish a range of online knowledge artefacts, including procedure guides, FAQs, glossaries and overview pages across SupportHUB and SharePoint/KMS.
- Create supporting image and video assets to enhance knowledge content and improve the end-user experience.
- Follow content quality guidelines and templates to ensure knowledge content is clear, consistent and fit for purpose.
- Schedule and facilitate content gathering and review sessions with SMEs, Department Leads and other key stakeholders.
- Build strong working relationships with SMEs and business leads to support ongoing knowledge transfer and ensure content remains accurate and relevant.
- Support the Knowledge & Change Delivery Manager with knowledge base structures, configuration, permissions, rules, tags, technical governance and content optimisation for generative AI surfacing.
- Support knowledge governance activities, including reporting, information architecture, content maps, artefact registers, archiving, moving or renaming content.
- Act as a first point of contact for knowledge management queries or issues and help update the KM Toolkit and SupportHUB Toolkit as required.
- Support and empower SMEs as knowledge champions, helping to build a stronger knowledge management culture across HUB24.
- Identify opportunities for continuous improvement in knowledge management practices at HUB24.
Requirements:
- Demonstrated experience writing instructional content such as procedure guides, FAQs, troubleshooting guides and system user guides.
- Experience and understanding of the financial services industry, ideally within wealth management.
- Excellent written and verbal communication skills.
- Strong stakeholder engagement skills, with experience building effective working relationships across all levels of a business.
- Experience working with SMEs to extract implicit knowledge through approaches such as informational interviewing and task mapping.
- Strong critical thinking, problem-solving skills and attention to detail.
- Strong working knowledge of Microsoft 365 and collaboration tools, including Teams, whiteboarding, forms/surveys and polling tools.
- Ability to balance big-picture thinking with detailed content writing, review and governance activities.
- A proactive, innovative and logical approach, with curiosity and empathy for the end users of knowledge content.
- Ability to prioritise work, adapt quickly, work with ambiguity and pivot in a fast-paced environment.
The Recruitment Process
Acknowledgement email once your application has been submitted.
Our Talent team will start reviewing your application. If unsuccessful, you will be notified.
If your application progresses to the next stage, our Talent team will be in touch to discuss your alignment with the role.
If you’re a person with an impairment or disability, this is an opportunity to share with us any accessibility requirements that you may have for the role.
Should you require any accommodations to the recruitment process, please email [email protected], and one of our team will contact you.
Interviews can happen virtually or face-to-face with the hiring manager or other members of the broader team. Depending on the role, there may be more than two interviews.
Communication of outcomes to successful and unsuccessful candidates and feedback provided.
*As part of our process, a police check will be conducted on all successful candidates*. Further details on our HUB24 Group Recruitment Privacy Collection notice can be found here.
2024 Circle Back Initiative Employer – we commit to respond to every applicant.
Endorsed by WORK180, we are proud to be recognised as an employer of choice for women.
We have been nominated and placed on the BOSS Best Places to work list.
Seek Star Awards 2024 - Nominated as a finalist for the Best Employer Brand Initiative
HUB24 is an equal opportunity employer. We are committed to creating an inclusive environment where diverse perspectives are valued and every individual is treated with respect. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disabilities, people from culturally and linguistically diverse communities, and people of all gender identities and sexual orientations. If you require adjustments to the recruitment process or have accessibility requirements, please let us know – we’re here to support you
