Job
Description
Role Overview: You will be a Knowledge Domain Expert (KDE) at Red Hat, responsible for leading the development, management, and optimization of knowledge-centric systems and processes within the organization. Leveraging your expertise in Consortium for Service Innovation KCSv6 certification and advanced AI skills, you will drive knowledge-sharing initiatives, enhance customer and employee experiences, and prepare for the future demands of intelligent automation and AI-driven knowledge management. This role requires a strategic thinker with technical proficiency, process expertise, and a forward-looking approach to integrating AI technologies. You will have the opportunity to showcase your leadership skills, drive impactful solutions, and contribute meaningfully to Red Hat's success. Key Responsibilities: - Lead KCS Program Preservation & Enhancement: Oversee the Knowledge-Centered Service (KCS) program knowledgebase to ensure content quality, process integrity, and strategic alignment for 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 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. Qualifications Required: - Proven Experience: Over 5+ years of experience in a Support Role with product expertise, including at least 2 years demonstrating KCSv6 methodologies. - AI & Tech Proficiency: Strong understanding of AI technologies and proficiency with knowledge management platforms (like Salesforce) and AI integration tools (APIs, chatbots). - Data & Analytics Acumen: Skilled in using data analytics and visualization tools to measure program performance and drive data-informed strategic decisions. - Leadership & Influence: Exceptional communication and coaching skills with a proven ability to lead cross-functional teams and champion a collaborative, knowledge-sharing culture. - Strategic Project Management: Strategic mindset and strong project management abilities, capable of handling multiple initiatives and aligning knowledge strategy with overarching business goals. Additional Details: Red Hat is the world's leading provider of enterprise open-source software solutions, using a community-powered approach to deliver high-performing technologies. Red Hat promotes an open and inclusive environment where creative, passionate individuals are encouraged to contribute their ideas, solve complex problems, and make an impact. The company values transparency, collaboration, and inclusion, empowering individuals from diverse backgrounds to share ideas, challenge the status quo, and drive innovation. Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants.,
