Knowledge Domain Expert - Red Hat Portfolio

Job Description

About the JobRed 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 Hats success while gaining broad visibility across the organizationWhat will you do?

Lead KCS Program Preservation & EnhancementOversee the Knowledge-Centered Service (KCS) program knowledgebase to ensure content quality, process integrity, and strategic alignment towards optimizing its value and discoverability.

Integrate AI & AutomationDrive the adoption of AI, chatbots, and predictive analytics to innovate knowledge discovery and enhance self-service capabilities.

Optimize with Performance AnalyticsAnalyze key metrics on content reuse and self-service success to measure program effectiveness and guide data-driven improvements.

Foster Cross-Functional AlignmentPartner 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 TeamsMentor and train teams on KCS principles and AI-augmented tools to drive adoption and empower users across the organization.

What will you bring?

Proven ExperienceYou have over 5+ years of experience in a Support Role with product expertise, including at least 2 years experience demonstrating KCSv6 methodologies.

AI & Tech ProficiencyYou possess a strong understanding of AI technologies and are proficient with knowledge management platforms (like Salesforce) and AI integration tools (APIs, chatbots).

Data & Analytics AcumenYou are skilled in using data analytics and visualization tools to measure program performance and drive data-informed strategic decisions.

Leadership & InfluenceYou have exceptional communication and coaching skills with a proven ability to lead cross-functional teams and champion a collaborative, knowledge-sharing culture.

Strategic Project ManagementYou 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

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Job Classification

Industry: IT Services & Consulting
Functional Area / Department: Engineering - Software & QA
Role Category: Software Development
Role: Technical Lead
Employement Type: Full time

Contact Details:

Company: Red Hat
Location(s): Pune

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