Key Points:
– ICT knowledge documentation & lifecycle management
– Stakeholder engagement & content improvement
– Customer-focused communications Summary
Ensure high-quality ICT support documentation is accessible, relevant, and aligned with corporate standards, while managing knowledge platforms and enhancing outcomes for internal teams and customers. Company
Join a customer-centric and future-focused environment delivering impactful ICT services. This organisation values collaboration, accessibility, and innovation to support internal operations and enhance service delivery across the business. Role overview
This position plays a critical role in maintaining and improving ICT knowledge content. Working closely with subject matter experts, you’ll be responsible for planning, creating, and updating support documentation, as well as refining communications and managing content across internal and customer-facing platforms. By taking on day-to-day content tasks, you will free up technical teams to focus on complex initiatives and long-term projects. What we are looking for
We are seeking individuals from communications, marketing, or technical writing backgrounds—who have transitioned into ICT or knowledge management. You bring strong communication skills and a passion for simplifying complex information to support better outcomes for both end users and internal teams. Key Responsibilities
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Collaborate with stakeholders to produce clear and effective ICT support documentation
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Ensure all content meets plain English, accessibility, and style guidelines
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Manage internal and customer-facing knowledge bases, ensuring regular content updates and reviews
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Draft and quality assure customer communications including incident notifications and marketing content
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Analyse content performance and user feedback to drive continuous improvement
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Provide training and support to stakeholders on content creation and evaluation
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Build strong relationships across departments to support knowledge-sharing campaigns
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Identify and address service gaps, risks, and improvement opportunities
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Exceptional written communication and editing skills, ideally developed in a comms, marketing, or writing role
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Ability to collaborate with technical and non-technical stakeholders
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Proficient in Microsoft Office and ICT knowledge platforms
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Solid understanding of knowledge management in ICT environments
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Ability to manage competing priorities while maintaining accuracy and integrity
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A collaborative team player who supports and uplifts others
Be part of a supportive and values-driven team that empowers staff to improve service outcomes through smart documentation and knowledge sharing. With a strong focus on continuous improvement, this environment promotes clarity, accessibility, and stakeholder collaboration. If this sounds interesting to you, please apply!
