Knowledge Management Specialist

Prophix • Etobicoke, ON

2d • $74,000 - $93,500 • Hybrid

About The Position

As a Knowledge Management Specialist at Prophix, you will own the content, and strategy that help our customers and partners get the most out of our platform. Working closely with Product Adoption, and Technical Customer Support teams, you will shape how knowledge is structured, surfaced, and maintained — from Help Center articles and implementation guides to in-app guidance and internal resources. Your work directly enables self-service success and powers the AI-driven support experiences our customers rely on.

Requirements

• 3–5 years of experience in knowledge management, technical writing or a related content role, ideally within a SaaS environment
• Familiarity with JavaScript to support interactive guide development
• Experience with authoring tools such as LaTeX, Flare, or similar platforms
• Experience with Pendo or similar platform
• Demonstrated ability to translate complex configuration processes into clear, structured guidance with appropriate context and rationale
• Experience designing user-facing documentation that anticipates challenges and reduces friction for end users
• Strong written communication skills with a track record of producing polished, accurate, customer-facing content
• Experience using usage analytics to assess and improve content or guide performance
• Working knowledge of HTML and CSS to support branded, consistent user experiences
• Ability to quickly learn accounting and finance concepts and explain how configuration decisions drive business outcomes
• Holistic understanding of how product features interact within a complete solution
• Comfort using AI tools responsibly to support tasks such as research, drafting, or data review
• Ability to learn new tools and adapt as technology evolves
• Curiosity and openness to exploring new approaches
• Collaborative mindset when working with teams and technology
• Must be legally entitled to work in the country where this role is located

Nice To Haves

• Academic or practical knowledge of accounting and financial concepts, including planning, budgeting, forecasting, and consolidation
• Experience writing enterprise software documentation aimed at end-users
• Experience with Zendesk knowledge base management
• Experience with Intercom FIN
• Familiarity with in-app guidance platforms and content targeting strategies in a B2B SaaS context
• Experience working cross-functionally with technical teams to gather, interpret, and simplify complex product information
• Exposure to self-service content strategy, including Help Center architecture, content taxonomy, or knowledge base governance.

Responsibilities

• Own and maintain help center knowledge base and content library, ensuring all documentation stays current with new releases and optimized for use by AI tools
• Translate complex product and configuration information into clear, structured, user-friendly content
• Work collaboratively with Customer Support subject matter experts to write how-to guides, implementation resources, and internal procedure documentation.
• Design and develop end-to-end in-app implementation guides that support progressive learning, helping users configure and deploy solutions while building a deeper understanding of the platform.
• Configure and manage guide targeting and segmentation so the right content reaches the right users based on role, workflow stage, or product context.
• Analyze relevant metrics to continuously improve content effectiveness, drive self-service and reduce implementation friction.
• Build and maintain a glossary of product terms and apply consistent style, terminology, and structure rules across all content types.
• Collaborate with adoption specialists, engineers, product managers, and customers to gather insights, validate documentation through hands-on product testing, and translate technical input into plain-language content.
• Produce polished, customer-facing how-to guides and documentation when in-app delivery is not the most appropriate format.

Benefits

• Comprehensive health, dental, vision, and mental-health coverage
• Retirement savings with employer contributions
• Parental leave top-up
• Annual wellness allowance
• Generous paid time off including vacation and sick time
• Social events, team activities, and opportunities to build community
• Opportunities to participate in Environmental, Social, and Governance (ESG) initiatives
• Quarterly Town Halls and Kickoffs that bring teams together to celebrate wins, share updates, and look ahead at what’s next

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed