Knowledge Delivery sits within Servicing Scale & Experience and enables our operational teams to perform at their best through strong knowledge management, training, and internal tooling.
As our Knowledge Delivery Tooling Specialist, you’ll own and evolve the internal tooling ecosystem that supports Knowledge Management and Training teams. Your work will directly reduce operational risk, improve system reliability, and enable smarter, data-driven decision-making across the function.
This role is ideal for someone who combines strong systems thinking, data fluency, and stakeholder partnership — and enjoys solving complex tooling problems end-to-end.
What you’ll be doing
Tool & System Management
Own configuration and optimisation of internal back-office tooling
Handle service requests and bug reports with sound operational judgment
Implement complex system updates independently
Improve system stability and prevent recurring incidents
Identify automation and optimisation opportunities
Project Execution & Solution Design
Lead tooling changes from scoping to delivery
Contribute to solution design with cross-functional stakeholders
Ensure changes align with broader system dependencies
Deliver scalable, low-risk improvements with clear documentation
Apply strong solution design & integration reasoning
Data Analysis & Reporting
Use data to identify trends, inefficiencies, and improvement opportunities
Build dashboards and reports to monitor performance
Translate insights into actionable tooling decisions
Apply analytical reasoning to distinguish signal from noise
Stakeholder Communication & Change Management
Communicate changes clearly across technical and non-technical audiences
Drive adoption of new workflows
Build trusted partnerships across KM, Training, BI and Project teams
Demonstrate strong communication & stakeholder partnership