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Knowledge Manager

  • Queensland, QLD, Australia
  • ETS
  • Full time

Our purpose is to open up the world for those who want to see. Every day, we give people all around the world the opportunity to experience something really amazing – travel! 

As the knowledge manager you’ll strengthen the seamless exchange of knowledge across site operations and other organisations where applicable.  You will also be responsible for the continued development and implementation of strategies, processes, and tooling for corresponding KM solutions as well as developing KPIs and team members within this framework.

If you’d  like to drive continuous improvement of the knowledge management framework, collaborate with key stakeholders and be accountable for the continuous improvement of the Service Now virtual agent, please apply.

At Flight Centre we offer genuine opportunities for people to grow and evolve.  We embrace new experiences, seize all opportunities, and empower all our people, if this excites you please read on.


Day to day:


  • Create relationships with sources of knowledge and information, including ETS Pillar leaders, suppliers and business partners within FCTG
  • Acquire and develop knowledge of vertical/horizontal industry practices, trends, benchmarking data, and create competitive analyses
  • Formulate strategy and plan for implementing and leveraging online communities, discussion forums, and other collaborative technologies
  • Prepare a long-term plan for knowledge and information asset development, based on business goals and input from stakeholders
  • Develop mitigation plans for capturing and storing legacy knowledge as it retires or is retired
  • Follow and enforce ‘information appropriate use’ policies as per FCTG security policy
  • Develop and implement a strategy based on ticket trends to increase the use cases and adoption of the Service Now virtual agent
  • Encourage a culture of knowledge-sharing and collaborative workflow among the ETS and FCTG teams based on a proactive collaboration, sharing information, and learning
  • Promote and educate team members on our knowledge management processes through coaching, training and support
  • Identify, collect, and consolidate information assets from disparate sources and incorporate them into the organization’s corporate knowledge base
  • Develop and implement plans for integrating knowledge with intranets, extranets, portals, Web sites, document repositories, content management systems, and so on
  • Isolate areas and opportunities where information assets can be utilized to further business and technology strategies
  • Liaise with systems experts on hardware and software issues that affect the availability and accessibility of knowledge assets, wherever it exists
  • Assist in managing all aspects of IT related content, including documents, guides, handbooks, and other collateral deemed as content
  • Continue to measure and improve the enablement of end user self service and be a pro-active advocate for adoption of “Shift Left”


You’ll be highly regarded if:


  • You have 3 years experience in a similar role
  • You have travel industry and Information Technology experience
  • You show the ability to gain consensus and to collaborate across many teams and all levels of management
  • You have experience with the virtual agent module within Service Now
  • You have examples of coaching and mentoring others


Let’s skip to the good part…  


  • Flexible work environment (Hybrid), work from home or our Global Head Office in Southbank, Brisbane 
  • Ongoing training and professional development 
  • Travel discounts and deals bookable through our internal team of travel agents, Travelwise  
  • Discounted financial and health services through our Moneywise and Healthwise businesses 
  • Global career opportunities in a network of brands and businesses 


What’s in it for you:


Our global head office is located conveniently in the heart of Southbank, with sweeping city and river views. We focus on growing and transforming our business to meet changing customer needs and we’re driven by a culture that puts our customers and team first.

As an inclusive, team-first company, our people are at the core of everything we do.

We value flexibility and encourage our team members to work in ways that meet their work/life commitments and support their wellbeing.


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