Knowledge Base Analyst

About Onit We're redefining the future of legal operations through the power of AI. Our cutting-edge platform streamlines enterprise legal management, matter management, spend management and contract lifecycle processes, transforming manual workflows into intelligent, automated solutions.

We’re a team of innovators using AI at the core to help legal departments become faster, smarter, and more strategic. As we continue to grow and expand the capabilities of our new AI-centric platform, we’re looking for bold thinkers and builders who are excited to shape the next chapter of legal tech. If you're energized by meaningful work, love solving complex problems, and want to help modernize how legal teams operate, we’d love to meet you.

About Onit We're redefining the future of legal operations through the power of AI. Our cutting-edge platform streamlines enterprise legal management, matter management, spend management and contract lifecycle processes, transforming manual workflows into intelligent, automated solutions.

We’re a team of innovators using AI at the core to help legal departments become faster, smarter, and more strategic. As we continue to grow and expand the capabilities of our new AI-centric platform, we’re looking for bold thinkers and builders who are excited to shape the next chapter of legal tech. If you're energized by meaningful work, love solving complex problems, and want to help modernize how legal teams operate, we’d love to meet you.

Key Responsibilities • Create, organize, and maintain technical knowledge articles, troubleshooting guides, process documentation, standard operating procedures, and other support resources.

• Partner with technical subject-matter experts to gather information, validate solutions, and translate complex concepts into clear, actionable content.

• Review Support cases, escalations, recurring questions, and process trends to identify knowledge gaps and documentation opportunities.

• Evaluate existing content for accuracy, clarity, usability, consistency, and continued relevance.

• Maintain established knowledge standards, templates, taxonomy, metadata, and content governance practices.

• Structure content so that it is easy to search, navigate, reuse, and consume through employee, customer, and AI-enabled channels.

• Break complex information into concise, focused content that supports effective search and accurate AI retrieval.

• Coordinate regular content reviews with designated owners and ensure outdated or duplicate content is updated, consolidated, or retired.

• Partner with Support leadership to prioritize documentation needs based on case volume, business impact, product changes, and employee feedback.

• Collaborate with Product and Engineering teams to document new features, known issues, workarounds, integrations, and technical processes.

• Support knowledge adoption by helping employees understand where to find information and how to contribute updates or feedback.

• Monitor knowledge usage, search behavior, article feedback, and other available metrics to evaluate effectiveness and recommend improvements.

• Identify opportunities to improve knowledge-management processes, workflows, and tools.

• Contribute to initiatives that use knowledge content to support automation, case deflection, internal enablement, and artificial intelligence.

• Complete additional projects and responsibilities as assigned.

Required Skills • Bachelor’s degree or equivalent combination of education and relevant professional experience.

• 3+ years of experience in technical support, solution engineering, technical documentation, knowledge management, or a related field.

• Strong technical aptitude and demonstrated ability to understand complex software, configurations, integrations, workflows, and troubleshooting processes.

• Experience creating or maintaining technical documentation, knowledge articles, process guides, or standard operating procedures.

• Excellent written communication skills, with the ability to make complex information clear, concise, and actionable.

• Strong analytical and problem-solving skills, including the ability to identify patterns, knowledge gaps, and root causes.

• High attention to detail and commitment to technical accuracy/content quality.

• Ability to work effectively with technical and nontechnical stakeholders across multiple teams.

• Strong organizational and project-management skills, with the ability to manage multiple priorities and content requests.

• Ability to independently research topics, ask effective questions, and validate information before publication.

• Experience within SaaS, enterprise software, legal technology, or customer-support environment is preferred.

Benefits & Perks That Support You: Onit offers a comprehensive total rewards package designed to support the whole employee at work and beyond: Health Coverage: Employee and immediate family members. Time Away: Flexible paid time off and 10 company paid holidays annually. Family Support: Exceptional paid leave for birth parents, non-birth parents, and caregivers. Onit also offers surrogacy and adoption reimbursement. Income Protection: 100% employer-paid life and disability insurance. Additional Coverage Options: Voluntary benefits including hospital indemnity, critical illness, accident. Tax-Advantaged Accounts: Flexi, NPS. Community Engagement: One paid volunteer day each year to give back to the community.

Our Commitment to Applicants We know that not everyone will check every box in a job description. At Onit, we value diversity, inclusion, and authenticity. If you’re excited about this role but your experience doesn’t align perfectly with every qualification, we encourage you to apply. You may be exactly who we’re looking for.

Onit Values Customer First - Customer success is our success. We deliver value, listen, and act on customer needs. Purposeful Innovation - Innovation fuels our growth. We harness creativity to solve problems and lead with the intentions and expertise. Win as One - Teamwork is how we win. We are accountable, act with integrity, and communicate openly. Intentional Growth - Our people are the difference. We create an environment with compelling work, impactful contributions, and career growth.