Senior IT Knowledge Specialist

Clio • Vancouver, BC

3d • Hybrid

About The Position

We are currently seeking a Senior IT Knowledge Specialist to join our IT Services Team. This role is based in one of our Clio hub office locations (Burnaby, Calgary, or Toronto). All hub-based Clions are expected to work from the office at least two days per week on designated Anchor Days. The IT team’s mission is foundational to how we get work done at Clio. We are moving past the traditional "firefighting" model of IT Services to become a proactive, automation-first organization. Our goal is to provide the right tools at the right time, saving our employees' precious time so they can focus on transforming the legal experience for our customers. As a Senior IT Knowledge Specialist, you are the architect of our institutional memory, ensuring that #teamClio has the self-service tools and documentation they need to move fast and stay informed.

Requirements

• Deep Knowledge Management Expertise: Proven experience building or managing enterprise-level Knowledge Management systems and self-service portals.
• Confluence Mastery: Extensive experience in Confluence administration, including advanced structuring, permissioning, and template design.
• Analytical Mindset: The ability to look at support metrics and search data to identify content gaps and friction points.
• Exceptional Communication: A knack for taking complex technical processes and translating them into clear, concise, and engaging documentation for different audiences.
• AI & Automation Curiosity: A forward-thinking approach to how AI-powered tools and automated workflows can enhance the employee experience.
• Collaborative Spirit: Success in working across different technical teams to extract information and build consensus on documentation standards.
• Process Discipline: A love for governance and the "small details" that keep a massive knowledge base from becoming cluttered or outdated.

Nice To Haves

• Hands-on experience with Moveworks or similar AI-powered employee service platforms.
• Prior experience specifically in technical writing or instructional design.
• Experience with BI tools or advanced analytics to track the ROI of knowledge initiatives.
• Experience leading organizational shifts toward "documentation-first" cultures.

Responsibilities

• Developing and implementing Knowledge Management strategies that improve how we capture, organize, and share departmental intelligence globally.
• Owning the administration and structure of Confluence, ensuring content is discoverable, accurate, and consistently structured.
• Administering and improving AI-powered support tools (like Moveworks) to drive self-service adoption and resolve issues before they reach a human agent.
• Collaborating with subject matter experts across IT to turn complex institutional knowledge into user-friendly articles, runbooks, and FAQs.
• Analyzing ticket trends and search behavior to evaluate the effectiveness of our content and recommending data-driven improvements.
• Implementing governance models, review cadences, and templates to ensure a high bar for documentation across the IT organization.
• Providing guidance and training to the wider team on Knowledge Management best practices and emerging information technologies.

Benefits

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
• Hybrid work environment
• Flexible time off policy, with an encouraged 20 days off per year.
• $2000 annual counseling benefit
• RRSP matching and RESP contribution
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

What This Job Offers

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