Knowledge Engineer

at  The New Zealand Automobile Association Inc

What You’ll Be Doing | Mō te Tūranga
Join our technology team in this exciting new role. As a Knowledge Engineer, you’ll optimise IT processes, manage our knowledge base, and drive continuous service improvements. You’ll enhance the efficiency of our IT operations and improve the end-user experience across the AA.

Some of your day-to-day responsibilities will include:

• Develop and implement process optimisation strategies to enhance efficiency and service quality.
• Work closely with IT and business teams to document workflows, pain points, and inefficiencies
• Participate in post-incident reviews and recommend corrective actions to prevent future incidents.
• Develop and deliver training materials for internal teams and end-users.
• Monitor and report on key performance indicators (KPIs) for service delivery.

About You | Mōu

• Positive, energetic, and can-do attitude.
• Customer-focused with a commitment to service excellence.
• Strong understanding of IT change control processes and ITSM frameworks (e.g., ITIL).
• Experience with service management tools (e.g., Service Desk Plus, Jira).
• Excellent verbal and written communication skills.
• Ability to effectively plan and monitor work schedules.
• Bachelor’s degree in Computer Science, Information Technology, Knowledge Management, or related field.
• Relevant industry certifications (e.g., ITIL, Knowledge-Centred Service [KCS]) are highly desirable.

What We Offer | Ngā āhuatanga kei a mātou

• An extra day of leave to celebrate your birthday!
• Ongoing support from your team and leaders who have been in your shoes previously
• Annual salary reviews and KiwiSaver employer contributions

Working with the AA | Me mahi tahi tatou ki AA
For over 120 years we’ve been helping Kiwis on their adventures! Today, we’re one of New Zealand’s most respected and trusted brands.
From our humble beginnings as a motoring enthusiast’s club, the New Zealand AA (Automobile Association) has grown into a large, dynamic organisation offering many services and products to more than 1.8 million Members.
Here, we offer a lot more than roadside assistance. We’re constantly evolving and advancing into new businesses, offering new challenges and a range of opportunities.
Come join us and take your career on its next adventure!
Our teams celebrate diversity and believe that everyone should be able to bring their true selves to work every day. We want you to feel comfortable to be your authentic self throughout the recruitment process, please feel free to let us know if there is anything you need to allow you to participate equitably.
We are aware that there will be candidates who are interested in the role but may only feel comfortable to apply if they have ticked all the boxes. We want you to know that if you feel like you don’t meet all the requirements, please still get in touch. We’d love to korero to see if you might be a great fit for the role.
Internal candidates, please use the internal careers website to apply for this role

• Develop and implement process optimisation strategies to enhance efficiency and service quality.
• Work closely with IT and business teams to document workflows, pain points, and inefficiencies
• Participate in post-incident reviews and recommend corrective actions to prevent future incidents.
• Develop and deliver training materials for internal teams and end-users.
• Monitor and report on key performance indicators (KPIs) for service delivery