Red Hat is seeking a Knowledge Domain Expert (KDE) to lead the development, management, and optimization of knowledge-centric systems and processes within the organization, leveraging AI and KCSv6 expertise to improve knowledge sharing, customer/employee experiences, and intelligent automation.
Requirements
- Experience in a Support Role with product expertise, including at least 2 years experience demonstrating KCSv6 methodologies.
- AI & Tech Proficiency: You possess a strong understanding of AI technologies and are proficient with knowledge management platforms (like Salesforce) and AI integration tools (APIs, chatbots).
- Data & Analytics Acumen: You are skilled in using data analytics and visualization tools to measure program performance and drive data-informed strategic decisions.
- Consortium for Service Innovation KCSv6 Practices or Trainer certification
- AI experience or certification in a role that combined knowledge management with AI or automation initiatives
Responsibilities
- Lead KCS Program Preservation & Enhancement: Oversee the Knowledge-Centered Service (KCS) program knowledgebase to ensure content quality, process integrity, and strategic alignment towards optimizing its value and discoverability.
- Integrate AI & Automation: Drive the adoption of AI, chatbots, and predictive analytics to innovate knowledge discovery and enhance self-service capabilities.
- Optimize with Performance Analytics: Analyze key metrics on content reuse and self-service success to measure program effectiveness and guide data-driven improvements.
- Foster Cross-Functional Alignment: Partner with key departments like Global Support, Product Engineering, and Business Operations to embed a knowledge-sharing culture and align initiatives with business goals.
- Coach & Enable Teams: Mentor and train teams on KCS principles and AI-augmented tools to drive adoption and empower users across the organization.
Other
- Leadership & Influence: You have exceptional communication and coaching skills with a proven ability to lead cross-functional teams and champion a collaborative, knowledge-sharing culture.
- Strategic Project Management: You bring a strategic mindset and strong project management abilities, capable of handling multiple initiatives and aligning knowledge strategy with overarching business goals.
