ROLE DETAILS

• $57-$62 per hour + super (DOE)
• Melbourne CBD
• Immediate start preferred
• Office-based role
• Initial 6-month temporary assignment, with potential to extend 
• Working Holiday Visa candidates encouraged to apply

ABOUT THE COMPANY

This established national organisation is strengthening how knowledge is captured and shared following significant operational change. You’ll join a down-to-earth, collaborative environment where people are encouraged to ask questions, challenge assumptions and find practical solutions. With evolving responsibilities across teams, there is a genuine opportunity to bring clarity, structure and lasting value to the way the business operates.

ABOUT THE ROLE

This is a hands-on documentation and knowledge-capture role for someone comfortable working without a perfect roadmap. You’ll spend much of your time speaking with operational teams, uncovering how tasks are currently completed and turning that knowledge into practical SOPs. You’ll investigate gaps, ask questions and help create a reliable source of truth for day-to-day operations.

DUTIES

• Map and document current-state (“as-is”) business processes across operational teams
• Turn verbal knowledge and informal ways of working into clear, practical SOPs, process maps and operational documentation
• Capture undocumented business knowledge through stakeholder interviews, discussions and observation
• Document bespoke operational workflows within the organisation’s knowledge management system
• Clarify responsibilities, handovers and process ownership across evolving teams
• Conduct gap analysis to identify missing information, process risks, ownership gaps and areas requiring further clarification
• Connect information from multiple stakeholders to build a complete and accurate picture of operational processes
• Challenge assumptions and highlight broader operational impacts, risks and dependencies where required
• Maintain accurate, organised and consistent SOPs and supporting documentation
• Support smaller operational improvement and coordination initiatives as priorities evolve

SKILLS & EXPERIENCE

• Previous experience in business analysis, process documentation, project support, operations or a similar role
• Demonstrated experience creating SOPs, procedures, work instructions or operational documentation
• Strong investigative skills with the ability to ask thoughtful questions and uncover information that may not be immediately available
• Confidence engaging with stakeholders
• Strong written communication skills with the ability to turn conversations and operational knowledge into clear, practical documentation
• Excellent attention to detail and organisational skills
• A proactive, self-directed approach with the confidence to work through ambiguity and determine sensible next steps
• Experience within contact centres, operational teams or environments undergoing organisational change will be highly regarded
• Experience with LivePro or another knowledge management platform is advantageous but not essential

BENEFITS

• $57-$62 per hour + super, depending on experience
• Take ownership of meaningful work with a clear and practical business impact
• Gain exposure to operational teams across a national organisation
• Work closely with stakeholders and build a detailed understanding of how the business operates
• Join a collaborative team where initiative, curiosity and constructive challenge are valued
• Melbourne CBD location with excellent public transport access
• Ideal opportunity for someone who enjoys rolling up their sleeves and creating structure from ambiguity
• Potential for the assignment to extend depending on business requirements

OUR RECRUITMENT PROCESS

At Lotus People, we are committed to fostering diversity, equity and inclusion. We encourage applicants from all backgrounds to apply and will ensure a fair and equitable recruitment process.

Every application we receive is reviewed by a real person, never by AI. If your experience aligns with the requirements of the role, a consultant will be in touch within 2–3 business days for an initial phone screen. Shortlisted candidates will then proceed to a virtual interview with the consultant managing the role.

Due to the volume of applications and the specific nature of our briefs, we are unable to take phone enquiries about roles before an application is submitted. We ask that all interested candidates please apply online and wait to hear from us. Rest assured, we respond to every applicant, regardless of the outcome, so you will not be left wondering.

Lotus People are proud to have been awarded Best Agency for Candidate Experience for five consecutive years. We look forward to providing you with a positive and respectful experience.

ROLE DETAILS

• $57-$62 per hour + super (DOE)
• Melbourne CBD
• Immediate start preferred
• Office-based role
• Initial 6-month temporary assignment, with potential to extend 
• Working Holiday Visa candidates encouraged to apply

ABOUT THE COMPANY

This established national organisation is strengthening how knowledge is captured and shared following significant operational change. You’ll join a down-to-earth, collaborative environment where people are encouraged to ask questions, challenge assumptions and find practical solutions. With evolving responsibilities across teams, there is a genuine opportunity to bring clarity, structure and lasting value to the way the business operates.

ABOUT THE ROLE

This is a hands-on documentation and knowledge-capture role for someone comfortable working without a perfect roadmap. You’ll spend much of your time speaking with operational teams, uncovering how tasks are currently completed and turning that knowledge into practical SOPs. You’ll investigate gaps, ask questions and help create a reliable source of truth for day-to-day operations.

DUTIES

• Map and document current-state (“as-is”) business processes across operational teams
• Turn verbal knowledge and informal ways of working into clear, practical SOPs, process maps and operational documentation
• Capture undocumented business knowledge through stakeholder interviews, discussions and observation
• Document bespoke operational workflows within the organisation’s knowledge management system
• Clarify responsibilities, handovers and process ownership across evolving teams
• Conduct gap analysis to identify missing information, process risks, ownership gaps and areas requiring further clarification
• Connect information from multiple stakeholders to build a complete and accurate picture of operational processes
• Challenge assumptions and highlight broader operational impacts, risks and dependencies where required
• Maintain accurate, organised and consistent SOPs and supporting documentation
• Support smaller operational improvement and coordination initiatives as priorities evolve

SKILLS & EXPERIENCE

• Previous experience in business analysis, process documentation, project support, operations or a similar role
• Demonstrated experience creating SOPs, procedures, work instructions or operational documentation
• Strong investigative skills with the ability to ask thoughtful questions and uncover information that may not be immediately available
• Confidence engaging with stakeholders
• Strong written communication skills with the ability to turn conversations and operational knowledge into clear, practical documentation
• Excellent attention to detail and organisational skills
• A proactive, self-directed approach with the confidence to work through ambiguity and determine sensible next steps
• Experience within contact centres, operational teams or environments undergoing organisational change will be highly regarded
• Experience with LivePro or another knowledge management platform is advantageous but not essential

BENEFITS

• $57-$62 per hour + super, depending on experience
• Take ownership of meaningful work with a clear and practical business impact
• Gain exposure to operational teams across a national organisation
• Work closely with stakeholders and build a detailed understanding of how the business operates
• Join a collaborative team where initiative, curiosity and constructive challenge are valued
• Melbourne CBD location with excellent public transport access
• Ideal opportunity for someone who enjoys rolling up their sleeves and creating structure from ambiguity
• Potential for the assignment to extend depending on business requirements

OUR RECRUITMENT PROCESS

At Lotus People, we are committed to fostering diversity, equity and inclusion. We encourage applicants from all backgrounds to apply and will ensure a fair and equitable recruitment process.

Every application we receive is reviewed by a real person, never by AI. If your experience aligns with the requirements of the role, a consultant will be in touch within 2–3 business days for an initial phone screen. Shortlisted candidates will then proceed to a virtual interview with the consultant managing the role.

Due to the volume of applications and the specific nature of our briefs, we are unable to take phone enquiries about roles before an application is submitted. We ask that all interested candidates please apply online and wait to hear from us. Rest assured, we respond to every applicant, regardless of the outcome, so you will not be left wondering.

Lotus People are proud to have been awarded Best Agency for Candidate Experience for five consecutive years. We look forward to providing you with a positive and respectful experience.