About the Job

Red Hat is seeking a highly skilled Knowledge Domain Expert (KDE) to lead the development, management, and optimization of knowledge-centric systems and processes within our organization. The KDE will leverage their Consortium for Service Innovation KCSv6 certification expertise and advanced AI skill sets to drive knowledge-sharing initiatives, enhance customer and employee experiences, and evolve the role to meet future demands of intelligent automation and AI-driven knowledge management. This role requires a strategic thinker with a blend of technical proficiency, process expertise, and a forward-looking approach to integrating AI technologies.  In this role, you will have the opportunity to showcase your leadership skills, drive impactful solutions to complex challenges, and contribute meaningfully to Red Hat’s success while gaining broad visibility across the organization

What will you do?

• 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.

What will you bring?

• Proven Experience: You have over 5 years of 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.

• 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.

The following are considered a plus:

• 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

About Red Hat

Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40 countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.

Equal Opportunity Policy (EEO)
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

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