Knowledge Management and Communication Practitioner

About the role

The Knowledge Management and Communication Practitioner will define and oversee the IT Servicing Knowledge Management strategy for Discovery. This role ensures that information is transformed into actionable knowledge, supporting user self‑service, first‑contact resolution and shift‑left initiatives while managing all communications for 529Help and Technology Services.

Key responsibilities

• Develop and maintain the IT Servicing Knowledge Management strategy, consolidating information into usable knowledge cases.
• Ensure knowledge cases are accessible for user self‑service and the IT Servicing team, with tracking and reporting mechanisms.
• Manage the knowledge lifecycle, reviewing, updating or retiring cases as needed.
• Continuously enhance Knowledge Management practices in line with industry trends and digital technologies.
• Distribute accurate information to internal staff and customers, supporting communication around changes and major incidents.
• Represent IT Servicing in the Internal Communications Forum.
• Maintain all IT Service Centre documentation in a central repository, ensuring bi‑annual refreshes and audit support.

Required profile

• Matric qualification.
• ITIL Foundation certification.
• At least 2 years of experience in knowledge management, documentation, or related IT service roles.
• Strong focus on continuous improvement and service design thinking.

Required skills

• ITIL Foundation