Knowledge & Process Specialist – Process Mapping & Documentation (Signavio) at Telstra

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

04 Jul, 26

Salary

0.0

Posted On

05 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Process mapping, Documentation, Signavio, Continuous improvement, Lean Six Sigma, Human Centred Design, Stakeholder engagement, Process modelling, Technical writing, Data analysis, Change management, Problem solving, Facilitation, Project management, Salesforce, Agile

Industry

Telecommunications

Description

Employment Type Permanent Closing Date 29 Apr 2026 11:59pm Job Title Knowledge & Process Specialist – Process Mapping & Documentation (Signavio)navio Job Summary What You’ll Do This role sits within the Belong Channel Operations team. You’ll work alongside other knowledge and process specialists, as well as experts in communications, learning, and deployment. You’ll partner with stakeholders to understand how work happens, mapping process from high level journeys down to detailed steps to ensure smooth servicing of nbn and mobile products for our customers. You’ll identify where things can be simpler or more effective, uncover pain points, remove inefficiencies, and design changes that make work safer, more reliable, and easier for both our people and our customers. You’ll then translate those processes into clear, practical work instructions that guide our teams through both simple and complex tasks with confidence. This role ensures every process is clearly mapped, well documented, version controlled, and easy to access — whether for training, audits, or day to day work. By supporting regulatory readiness and strengthening how we work end-to-end, the Knowledge and Process Specialist help build a more consistent, resilient, and high performing operation. About You You’re proactive, improvement focused, and passionate about making work easier for people. You enjoy simplifying complex processes, spotting opportunities to improve how things are done, and turning detailed information into clear, helpful guidance. You’re practical, curious, and comfortable working with others to understand problems, find better ways of working, and document them in a way that’s easy for anyone to follow. Skills and Experience Essential Skills • Strong communication skills with the ability to adapt style to suit the audience • Solid understanding of continuous improvement methodologies (e.g., Lean SixSigma) • Human Centred Design mindset • Experience writing or editing technical or operational documentation • Process modelling • Stakeholder engagement • Strong verbal and written communication • Teamwork and collaboration. Highly Desirable Skills • Attention to detail • Facilitation • Negotiation • Problem solving • Project management • Data analysis • Change management Systems and Tools (Highly Desirable) • Signavio • Salesforce • AWS • Microsoft 365 & Copilot Job Description About Belong It feels good to bring people together. As a telco, we’re making our world a more inclusive place. That means giving Australians the tools they need to get things done in the digital world. As an organisation, we’re focused on having a customer first mindset and delivering effortless customer experiences. As a workplace, we’re building a community where people can bring their whole selves to work. Workplaces can be brutally bland, and that’s not good for anyone. Difference makes us all better, and we’re always striving to improve. Focus of the Role As a Knowledge and Process Specialist, you help our people deliver great customer experiences by turning complexity into clarity, maintaining a trusted knowledge ecosystem, and designing workflows that support our customer facing teams to work confidently. What You’ll Do This role sits within the Belong Channel Operations team. You’ll work alongside other knowledge and process specialists, as well as experts in communications, learning, and deployment. You’ll partner with stakeholders to understand how work happens, mapping process from high level journeys down to detailed steps to ensure smooth servicing of nbn and mobile products for our customers. You’ll identify where things can be simpler or more effective, uncover pain points, remove inefficiencies, and design changes that make work safer, more reliable, and easier for both our people and our customers. You’ll then translate those processes into clear, practical work instructions that guide our teams through both simple and complex tasks with confidence. This role ensures every process is clearly mapped, well documented, version controlled, and easy to access — whether for training, audits, or day to day work. By supporting regulatory readiness and strengthening how we work end-to-end, the Knowledge and Process Specialist help build a more consistent, resilient, and high performing operation. Key Responsibilities • Consult with stakeholders to understand business problems, desired outcomes, pain points, and the scope of required change. • Facilitate workshops and collaborative sessions to identify opportunities, validate findings, and build alignment on improvements. • Conduct impact assessments to identify affected processes, systems, and frontline audiences, ensuring clear visibility of risks and dependencies. • Define milestones, key dates, and delivery plans, proactively managing risks, assumptions, and competing priorities. • Analyse current processes to identify inefficiencies, bottlenecks, redundancies, and opportunities for optimisation. • Evaluate and interpret data to support improvement initiatives and inform decision making. • Develop and implement process improvement strategies using Lean Six Sigma, DMAIC, or similar methodologies. • Lead root cause analysis to uncover underlying issues and design long term, scalable solutions. • Create clear and comprehensive process documentation, including process maps and work instructions. • Maintain the knowledge base, including version control, updates, and governance of published processes and procedures. • Translate technical information into clear, accessible documentation that supports daily operations. • Contribute to a collaborative team culture by building peer relationships, sharing feedback, and supporting collective growth. • Coach and guide SMEs and Process Owners to understand knowledge standards and to identify nonvalueadding activities across their processes • Work within an Agile environment, adopting Agile practices, tools, and mindset to continuously improve ways of working. • Use AI productivity tools effectively and ethically to enhance efficiency and quality of work. About You You’re proactive, improvement focused, and passionate about making work easier for people. You enjoy simplifying complex processes, spotting opportunities to improve how things are done, and turning detailed information into clear, helpful guidance. You’re practical, curious, and comfortable working with others to understand problems, find better ways of working, and document them in a way that’s easy for anyone to follow. Skills and Experience Essential Skills • Strong communication skills with the ability to adapt style to suit the audience • Solid understanding of continuous improvement methodologies (e.g., Lean SixSigma) • Human Centred Design mindset • Experience writing or editing technical or operational documentation • Process modelling • Stakeholder engagement • Strong verbal and written communication • Teamwork and collaboration. Highly Desirable Skills • Attention to detail • Facilitation • Negotiation • Problem solving • Project management • Data analysis • Change management Systems and Tools (Highly Desirable) • Signavio • Salesforce • AWS • Microsoft 365 & Copilot We're an iconic Aussie brand with a global footprint. From our earliest days in the Postmaster General’s Office to the Australian icon we are today, the heart of Telstra has never changed. We’ve always been committed to being a great place to work as we make the world a better place too. Working at Telstra, we all have a why. Whether it’s endless career opportunities, an amazing work-life balance or being able to make a difference, we all know why we’re motivated to be our best here. Our people find purpose and pride in being part of Telstra, because we support the things that matter most. We are committed to making it easy for everyone to apply. If you require accessibility support or adjustments during the recruitment process, please send an email to Disability and Accessibility inbox. disabilityandaccessibility@team.telstra.com. In a business as big and diverse as ours, there’s a huge breadth of career paths available. Uncover opportunities, broaden your experience, and discover the many areas of our organization there is to explore. > Explore our teams https://www.telstra.com.au/careers/our-teams

Responsibilities

The role involves mapping end-to-end business processes to identify inefficiencies and designing improvements to enhance customer experience. You will translate these processes into clear, practical work instructions and maintain a robust knowledge ecosystem for the organization.