Knowledge Management Analyst

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 Knowledge Management Analyst plays a key role in supporting the Knowledge Manager in designing, developing, and governing knowledge and collaboration systems for Business Operations. This role will lead content design and creation efforts for SupportHUB, our external-facing knowledge base, and contribute to internal Knowledge Management System (KMS) initiatives.

A secondary focus includes collaboration and communication activities within Business Operations, aimed at increasing awareness, fostering culture, and breaking down silos.

Key Responsibilities

• Knowledge Management
• Analyse existing content, identify gaps, and define future-state knowledge structures.
• Develop and publish knowledge artefacts (procedure guides, FAQs, glossaries, etc.) for SharePoint and SupportHUB.
• Enhance content with visual and video assets.
• Configure backend structures for knowledge bases, including permissions, templates, tags, and reports.
• Optimise content for AI-driven search and chatbot integration (e.g., Microsoft Copilot, Zendesk AI).
• Develop artefact templates in Zendesk Guide using HTML, CSS, JavaScript, and Curlybars.
• Ensure adherence to governance guidelines and brand standards.
• Project & Stakeholder Management
• Lead end-to-end project management for KMS initiatives.
• Collaborate with UX, Client Services, Product, and Marketing teams to test and refine knowledge structures.
• Drive content review cycles, ensuring accuracy and usability.
• Conduct knowledge governance activities, such as QA reviews, archiving, and reporting.
• Train and mentor Content Authors and Owners on instructional writing and knowledge management best practices.
• Collaboration & Communication(Secondary Focus)
• Support Business Operations communication strategies, including intranet updates and engagement initiatives.
• Provide guidance on MS SharePoint and Teams for effective collaboration.
• Develop and publish internal news articles, success stories, and cultural posts.

What We’re Looking For

• Essential Skills & Experience
• 2+ years’ experience in technical writing, instructional design, UX writing, knowledge management, or business analysis with a communications focus.
• Strong experience in content creation, including procedural guides, FAQs, and troubleshooting documents.
• Excellent written and verbal communication skills.
• Ability to collaborate with SMEs, UX designers, and developers to create effective knowledge solutions.
• Experience with M365 collaboration tools (Teams, SharePoint, Forms, etc.).
• Strong facilitation and presentation skills, with experience leading workshops.
• Experience in creating instructional videos and multimedia assets.

Preferred Skills & Experience (not a deal breaker)

• Experience working with Zendesk Guide, LivePro, Document360, or other KM tools.
• Basic knowledge of HTML, CSS, and JavaScript.
• Understanding of AI applications in knowledge management.
• Visual design and storytelling skills.
• Familiarity with human-centered design principles.
• Background in financial services, particularly wealth management.

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.

Check out why our people love working at HUB24! 

We pride ourselves on being an inclusive employer of choice where our people can bring their whole selves to work and feel 100% safe and supported to do so. If you don't feel you fit this role 100%, we would still love to hear from you. Tell us what you're interested in - you still might have a skill we didn't realise we needed!

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 contact [email protected] and one of our team will be in touch. 

- 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