Introduction
The Knowledge Management Specialist at the Department of Customer Service turns business processes and technical information into guidance that staff and customers can use. Government Shared Services is recruiting two ongoing specialists to maintain knowledge articles, procedures, FAQs and digital support content. The work combines careful writing with process analysis and consultation with subject matter experts.
When planning how to apply for Knowledge Management Specialist, start with a CV of no more than five pages and a cover letter of no more than two pages. The letter needs to explain your motivation and show how your experience fits the role. Choose a process or knowledge improvement where you can explain the original difficulty, the content you developed and how you checked that it helped users.
The vacancies offer Parramatta, Goulburn or Orange locations with hybrid work and a minimum office attendance requirement of two to three days a week. Check that arrangement before applying. Your examples should show how you keep guidance accurate as systems, processes and customer needs change.
View the official job ad while you prepare.
Knowledge Management Specialist role snapshot
| Role | Knowledge Management Specialist |
| Organisation | Department of Customer Service |
| Location | Parramatta, Goulburn or Orange; hybrid with at least two to three office days a week |
| Employment | Two ongoing full-time roles |
| Salary or grade | Clerk Grade 7/8, $116,981 to $129,492 per annum plus super |
| Job ID | 601755 |
| Closing date | Friday 9 October 2026, 11:59pm |
NSW Government application requirements
Check the requested documents and response limits before choosing your examples. Give each written task enough space in your preparation so the final submission addresses the instructions and the work of this role.
Application requirements for Knowledge Management Specialist
- Up-to-date CV, maximum five pages
- Cover letter, maximum two pages, explaining motivation and relevant skills, knowledge and experience
Use the letter to explain two or three relevant improvements in enough detail for the reader to follow your decisions. Check the online form for any additional screening prompts before submission.
Candidate evidence for Knowledge Management Specialist
The evidence areas below help you choose examples for the work described in this role.
| Evidence area | How to demonstrate it |
|---|---|
| Knowledge management and content development | Explain the knowledge article, procedure or guide you created, its intended audience and the checks used to keep it accurate. |
| Process mapping and review | Describe how you mapped a process, found confusing steps and agreed a clearer approach with the people using it. |
| Digital adoption tools | Give relevant experience with SAP Signavio, myWorkZone, WalkMe or a comparable platform, making your own contribution clear. |
| Clear user-focused writing | Show how you translated technical information into usable instructions and tested whether readers could follow them. |
| Consultation and continuous improvement | Explain how feedback or usage data changed your content and what improved for customers or staff. |
Example application structure for Knowledge Management Specialist
The two-page cover letter should connect your knowledge-management experience to the work of Government Shared Services. Begin with your motivation, then use focused examples of process documentation, digital guidance and improvement. Keep the five-page CV consistent with the experience you describe.
| Application section | What to include |
|---|---|
| Opening | Explain your interest in Government Shared Services and the knowledge or process work you bring. |
| Process and knowledge example | Describe one process review and the guidance or knowledge content you produced. |
| Digital tools and clear writing | Explain the platform used, how you made the instructions accessible and how users applied them. |
| Consultation and improvement | Describe feedback from subject experts or users and the improvement it led to. |
| Closing | Connect that experience to reliable customer guidance and confirm your interest in the location and work arrangement. |
What the panel will want to see in your examples
- Your responsibility for the content and process decisions
- The audience and the practical problem they faced
- How accuracy and governance were checked
- Evidence that feedback improved usability or service
Before you submit
Check the five-page CV and two-page letter limits. Make the examples specific to knowledge, process documentation and digital adoption, then confirm the location and office attendance expectations. Submit before 11:59pm on 9 October.
Return to the official vacancy to check the deadline and final application instructions.
Help with your Knowledge Management Specialist application
If the application calls for a cover letter, the NSW Government cover letter template can help organise your evidence. For help choosing examples and preparing the written documents around your own experience, request application support from Team 3Thirty.