Senior IT Knowledge Specialist

TL;DR

Senior IT Knowledge Specialist: Developing knowledge management strategies and administering Confluence for global IT self-service with an accent on AI-powered tools and documentation governance. Focus on analyzing ticket trends, codifying complex processes into user-friendly content, and driving automation adoption.

Location: Hybrid in hirify.global hub offices (Burnaby, Calgary, or Toronto) – at least two days per week in office on Anchor Days.

Salary: $99,600 to $134,600 CAD (depending on experience, skills, and region).

Company

Global leader in legal AI technology empowering legal professionals and law firms to work smarter.

What you will do

• Architect knowledge management strategies to capture, organize, and share IT intelligence globally.
• Administer and structure Confluence for discoverable, accurate content.
• Manage AI-powered support tools like Moveworks to boost self-service and automate issue resolution.
• Collaborate with IT experts to create articles, runbooks, and FAQs from complex knowledge.
• Analyze metrics and search data to improve content effectiveness.
• Implement governance, templates, and review processes for IT documentation standards.
• Mentor team on knowledge management best practices.

Requirements

• Proven experience building or managing enterprise knowledge management systems and self-service portals.
• Extensive Confluence administration, including structuring, permissions, and templates.
• Analytical skills to identify content gaps from support metrics and search data.
• Strong communication to simplify complex technical processes into clear documentation.
• Interest in AI tools and automation for employee experience.
• Collaborative experience across technical teams for documentation standards.
• Process discipline for governance and maintaining knowledge bases.

Nice to have

• Experience with Moveworks or similar AI employee service platforms.
• Technical writing or instructional design background.
• BI tools or analytics for knowledge initiative ROI.
• Leading shifts to documentation-first cultures.

Culture & Benefits

• Competitive salary with health, dental, vision insurance.
• Hybrid work with min. two office days/week for local hubs.
• Flexible time off, encouraged 20 days/year.
• $2000 annual counseling benefit.
• RRSP matching and RESP contributions.
• hirify.globalversary recognition at milestones.