Knowledge Manager

CSRC Knowledge Manager

Location: Remote, USA

Employment Type: Full-Time

Compensation: $70,000 - $95,000 (Range applies to US candidates only) + Benefits/Variable Comp/Equity - Range may vary based on experience.

Benefits Offered: Vision, Medical, Life, Dental, 401K

Summary

The CSRC Knowledge Manager is responsible for growing and managing OneStream's knowledge management practices within Customer Support & Remote Consulting (CSRC). This role collaborates with stakeholders to drive quality in our knowledge base (KB) for self-service to customers, enablement to technical staff, and reference in OneStream's large language model (LLM) technology. The right candidate will be driven to champion knowledge management within our culture and focus on organizational improvement.

Primary Duties and Responsibilities

• Champion cross-pillar strategies, goals, and projects specific to CSRC's KB and LLM.
  
  
  
  • Analyze industry trends and business needs to create annual program strategy objectives, working with a program manager and the CSRC Steering Committee.
  • Perform in a lead role when executing related projects or process improvements.
  
  
  
  
• Define and manage the KB submission and review process for consistency and quality.
  
  
  
  • Create KB articles, leveraging technical staff / AI Tools, and standardize the process.
  • Identify new KB topics based on customer cases and the quality of LLM search results.
  • Organize and lead reviews of articles to refine outdated or redundant content.
  
  
  
  
• Manage the CSRC LLM knowledge library and related activities:
  
  
  
  • Coordinate the submission / review process, integration, and uploads of information.
  • Adapt the LLM knowledge library contents based on team feedback.
  
  
  
  
• Analyze KB usage and metrics such as attach rates, deflection, and self-service surveys.
  
  
  
  • Utilize findings to optimize content relevance and accessibility.
  • Refine the KB hierarchy structure to improve information retrieval.
  • Track article creation rates and use tools and processes to optimize it.
  
  
  
  
• Partner with key stakeholders around knowledge management topics:
  
  
  
  • CSRC Staff - to build collaboration and gather feedback on the program
  • AI and Documentation Teams - to integrate knowledge content into AI systems
  • Product Team - to refine the KB for staff and customers upon product releases
  • And other OneStream teams that have relevant knowledge or tools
  
  
  
  
• Support CSRC pillars for staff-enablement initiatives that are focused on knowledge growth.
• Drive CSRC's culture and alignment with leading knowledge management practices.

Required Education and Experience

• College diploma or bachelor's degree in fields such as (but not limited to): Accounting, Business, Finance, Information Systems, Mathematics, or equivalent work experience.
• 4+ years of experience in a Knowledge Management role (or a role having equivalent duties) as part of a technology-based organization.
• Experience documenting best practices and procedures in an IT knowledge base.

Preferred Education and Experience

• 2-4 years of experience supporting OneStream applications (system admin, support, or consulting role) or OneStream server infrastructure.
• OneStream product subject matter expert in a key area (i.e. Consolidation, Performance, MarketPlace Solutions).
• Demonstrated experience driving process improvement initiatives.
• 2+ years of experience with program and project management.
• General proficiency with knowledge bases and collaboration tools such as found in ServiceNow, Confluence, and Microsoft Teams.
• Certified Knowledge Manager Certification - Knowledge Management Institute.

Knowledge, Skills, and Abilities

• Knowledge of Finance and Accounting practices and principles.
• Strong business acumen.
• Excellent written and verbal communication skills, with a focus on clarity and conciseness.
• Strong organizational skills and attention to detail.
• Demonstrated abilities to collaborate with, educate, and empower others.
• Demonstrated thought leadership on areas of organizational growth.
• Thinking critically and creativity in solving problems.
• Ability to self-manage.
• Excellent customer service skills.

Travel

Travel Requirement: Willingness to travel up to 10%.

Who We Are

OneStream is how today's Finance teams can go beyond just reporting on the past and Take Finance Further by steering the business to the future. It's the only enterprise finance platform that unifies financial and operational data, embeds AI for better decisions and productivity, and empowers the CFO to become a critical driver of business strategy and execution. Our vision is to be the operating system for modern finance, digitizing core financial functions and empowering the CFO to become a critical driver of business strategy. To learn more visit www.onestream.com.

Why Join The OneStream Team

• Transparency around corporate structure, salary, and benefits
• Core value of customer success
• Variety of project work (not industry-specific)
• Strong culture andcamaraderie
• Multiple training opportunities

Benefits at OneStream
OneStream employees are passionate, hardworking individuals who go above and beyond to keep our customers happy and follow through on our mission statement. They consistently deliver the best and in turn, we make every effort to keep them cared for and happy. A sample of the benefits we provide are:

• Excellent Medical Plan
• Dental & Vision Insurance
• Life Insurance
• Short & Long Term Disability
• Vacation Time
• Paid Holidays
• Professional Development
• Retirement Plan

All candidates must be legally authorized to work for any company in the country where this position is located without sponsorship.

OneStream is an Equal Opportunity Employer.