More jobs:
Centered Service; KCS Transformation Consultant
Job in
Plymouth, Hennepin County, Minnesota, USA
Listed on 2026-06-03
Listing for:
C4 Technical Services
Full Time
position Listed on 2026-06-03
Job specializations:
-
IT/Tech
IT Consultant, Systems Analyst
Job Description & How to Apply Below
Knowledge-Centered Service (KCS) Transformation Consultant
Contract:
9-12 months
Location:
Open and flexible on options but can't have 100% remote
Overview
We are seeking a consultant with proven experience leading Knowledge-Centered Service (KCS) and knowledge transformation initiatives. This role will guide our organization in embedding sustainable knowledge practices that improve support efficiency, content quality, and overall customer/employee experience. The consultant will partner with business and technology leaders to design, implement, and mature our knowledge program.
Key Responsibilities
- Lead the design and rollout of a KCS-based knowledge program across service/support operations.
- Integrate knowledge capture and reuse into day-to-day workflows to drive adoption and cultural change.
- Establish governance frameworks, content standards, and quality controls for knowledge assets.
- Partner with technology teams to configure and optimize tools such as Service Now, Salesforce Knowledge, Zendesk, or Confluence.
- Define and track metrics/KPIs (reuse, deflection, quality, adoption) to measure value and enable continuous improvement.
- Provide training, coaching, and enablement for leaders and front-line staff.
- Serve as a trusted advisor to stakeholders, ensuring alignment with business goals and operational outcomes.
- 5-10+ years in Knowledge Management, Support Operations, or Business Transformation.
- Hands-on KCS implementation experience; certification strongly preferred.
- Strong skills in change management, process design, and organizational adoption.
- Familiarity with knowledge management tools (Service Now, Salesforce, Zendesk, Confluence, etc.).
- Experience defining and managing metrics to demonstrate knowledge program ROI.
- Excellent communication and facilitation skills, able to influence at all levels.
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