Knowledge Manager

Who are we?

Tecala is one of Australia’s most awarded and fastest-growing ICT managed services providers. We’re a certified Great Place to Work, a repeat name on Australia’s Best Workplaces in Technology list, and a top-ranked performer in the global MSP 501 — recognised as the leading Australian mid-market Managed Service Provider.

We partner with progressive, forward-thinking organisations that share our belief that technology should make business bolder, faster and smarter. We’re just as invested in your growth as we are in our own — and we think the two should go hand in hand.

About the role

We're looking for a Knowledge Manager to join our Service Delivery and Customer Engagement team. This is a pivotal role that keeps Tecala running smoothly as we grow — making sure our people have the knowledge, training, and processes they need to consistently deliver brilliant outcomes for our customers.

You'll own how process knowledge is captured, communicated, and continuously improved across the business. You'll coordinate our Service Improvement Initiatives, run the Tecala Ideas Portal, and be at the centre of the conversation whenever new processes are introduced or existing ones evolve for the Operations and Service Delivery Teams.

If you love bringing order to complexity, connecting the dots between teams and systems, and enabling people through great documentation and training — this one's for you.

Key responsibilities will include (but are not limited to):

• Develop and drive Tecala's knowledge management strategy — closing knowledge gaps and improving how we share what we know.
• Building a knowledge repository within Tecala Wiki and Go1 Training System —that's genuinely useful, well organised, and easy to search.
• Partner with subject matter experts to create and maintain documentation, FAQs, training videos, best practices, and policies.
• Facilitate knowledge sharing through training, workshops, and organisational change initiatives.
• Manage the Tecala Ideas Portal end-to-end — triaging suggestions, running weekly Ideas meetings, and shepherding approved ideas through to release.
• Coordinate improvements to Service Delivery reporting — including new customer templates, and working with our Automation Teams to make reporting faster and better.
• Prepare customer facing documentation for changes to existing systems and support Service Delivery Managers through customer onboarding and transitions.
• Track knowledge management metrics and report on the effectiveness of our initiatives.

What we're looking for

Required skills and experience

• Solid experience in problem, incident, and change management within an ITIL environment.
• Organisational Change Management experience — and ideally a formal certification.
• Excellent written and verbal communication skills — you can turn complex processes into clear, engaging content.
• Strong time management skills and the ability to juggle multiple priorities and deadlines without dropping the ball.
• High attention to detail and a natural instinct for structure and quality.
• A collaborative style — you integrate quickly, build trust across teams, and get things moving.

What we can offer you

• A supportive, inclusive, Great Place to Work certified environment.
• Paid birthday leave and health & wellbeing days.
• Ongoing learning & development, plus paid certifications and study support.
• Clear career pathways and the chance to broaden your career beyond a traditional role.
• Reward & recognition program and an employee referral bonus.
• Hybrid and flexible working.
• Employee discounts and an Employee Assistance Program (EAP).

Note: As an essential part of our hiring process, you will be required to undertake a National Criminal History Check.

How to apply

If you’re excited about the opportunity to make a difference — and you meet the musts and tick some maybes — apply now. Please include a cover letter and CV to support your application.

No agencies, please.

We foster a work environment that is inclusive and diverse, where our people can be themselves. Every idea and perspective is valued, and we welcome applications from suitably qualified candidates across the range of underrepresented communities.