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Knowledge Domain Expert (KDE) @ Red Hat

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 Knowledge Domain Expert (KDE)

Job Description

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 Hats success while gaining broad visibility across the organizationWhat 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

    • #LI-LR1
     

    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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    Keyskills:   chatbot project management artificial intelligence ai techniques coaching data analytics cold calling appium cucumber dns eclipse salesforce java lead generation international business development oops export marketing api testng bdd framework

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    Red Hat

    Founded in 1993, Red Hat is the premier Linux and open source provider. The most recognized Linux brand in the world. We serve global enterprises through technology and services made possible by the open source model. Solutions include Red Hat Enterprise Linux operating platforms, sold through a sub...

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