caseware - Knowledge Base Owner
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Requirements
• 5+ years experience in SaaS knowledge management or related roles. • Expertise with Salesforce Knowledge and enterprise taxonomy/IA practices. • Experience preparing knowledge for AI-driven support (LLMs, FinAI). • Strong analytical skills with experience using Power BI or similar tools. • Ability to influence cross-functional stakeholders and drive governance adherence. • Strong empathy for customer needs and the ability to translate behavioural insights into knowledge improvements. • Excellent communication, content strategy, and editorial skills. • Experience applying SEO, web analytics, and AI-ready content best practices. • KCS certification or similar frameworks preferred. • ## Technical Stack you'll be working with: • SaaS Support Platform (Salesforce Service Cloud) • AI Support Tools (Intercom FinAI) • BI Tools (Power BI, Tableau) • Automation Tools (workflow automation, triggers, macros) • Atlassian Cloud (Jira/Confluence) • Integrations/APIs where relevant
Responsibilities
• Lead global customer support knowledge base (KB) management strategy, governance, and content standards. • Expand strategy to influence all knowledge channels including help center, macros, internal enablement, and in-product guidance • Own the end-to-end content lifecycle: intake, authoring, review, publishing, and retirement. • Define standards for multimedia assets such as screenshots, GIFs, and videos. • Use customer and teammate feedback, search data, and AI signals to continuously improve automated and proactive support experiences. • Partner with Conversation Design and Systems teams to ensure knowledge is structured for conversational AI journeys in Fin. • Ensure taxonomy, metadata, and search tuning support high-quality retrieval and deflection. • Partner with Support, Product, Education, and Regional Leaders to align knowledge with product changes and customer needs. • Use analytics (such as Power BI) to measure search success, article performance, and deflection outcomes. • Ensure content accuracy, permissions, visibility rules, and reduce stale/broken/duplicate content.
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