Senior IT Knowledge Specialist at Clio · Vancouver

Senior IT Knowledge Specialist Location: Vancouver Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely. We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice. Summary: 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. What your team does 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. What a day in the life might look like: Architecting Knowledge: Developing and implementing Knowledge Management strategies that improve how we capture, organize, and share departmental intelligence globally. Mastering the Stack: Owning the administration and structure of Confluence, ensuring content is discoverable, accurate, and consistently structured. Driving AI & Automation: Administering and improving AI-powered support tools (like Moveworks) to drive self-service adoption and resolve issues before they reach a human agent. Codifying Wisdom: Collaborating with subject matter experts across IT to turn complex institutional knowledge into user-friendly articles, runbooks, and FAQs. Measuring Success: Analyzing ticket trends and search behavior to evaluate the effectiveness of our content and recommending data-driven improvements. Standardizing Excellence: Implementing governance models, review cadences, and templates to ensure a high bar for documentation across the IT organization. Mentoring Clions: Providing guidance and training to the wider team on Knowledge Management best practices and emerging information technologies. What you may have: 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. Serious bonus points if you have: 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. This is a new role. What you will find here: Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture. Some highlights of our Total Rewards program include: Competitive, equitable salary with top-tier health benefits, dental, and vision insurance Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin, London, New York City and Sydney) to be in office min. twice per week. 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 The expected salary range* for this role is $99,600 to $117,100 to $134,600 CAD. There are a separate set of salary bands for other regions based on local currency. *Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate. Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply. Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs. Learn more about our culture at clio.com/careers We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions. Disclaimer: We only communicate with candidates through official @clio.com email addresses.