Knowledge Domain Expert (KDE)

Red River • Raleigh, NC

1d

About The Position

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.

Requirements

• 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.

Nice To Haves

• 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.

Benefits

• Comprehensive medical, dental, and vision coverage
• Flexible Spending Account - healthcare and dependent care
• Health Savings Account - high deductible medical plan
• Retirement 401(k) with employer match
• Paid time off and holidays
• Paid parental leave plans for all new parents
• Leave benefits including disability, paid family medical leave, and paid military leave
• Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed