Domain Expert; KDE

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 expertise in the Consortium for Service Innovation KCSv6 certification and advanced AI skillsets 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. 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.

• Lead KCS Program Preservation & Enhancement:
  Oversee the Knowledge‑Centered Service (KCS) program knowledgebase to ensure content quality, process integrity, and strategic alignment toward 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 such as 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.

• Proven Experience:
  
  5+ years in a Support Role with product expertise, including at least 2 years demonstrating KCSv6 methodologies.
• AI & Tech Proficiency:
  Strong understanding of AI technologies; proficient with knowledge‑management platforms (e.g., Salesforce) and AI integration tools (APIs, chatbots).
• Data & Analytics Acumen:
  Skilled in using data analytics and visualization tools to measure program performance and drive data‑informed strategic decisions.
• Leadership & Influence:
  Exceptional communication and coaching skills; proven ability to lead cross‑functional teams and champion a collaborative, knowledge‑sharing culture.
• Strategic Project Management:
  Strategic mindset and strong project‑management abilities, capable of handling multiple initiatives and aligning knowledge strategy with overarching business goals.

• 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.

The salary range for this position is $86,090.00 – $. Actual offer will be based on your qualifications.

Red Hat determines compensation based on several factors including but not limited to job location, experience, applicable skills and training, external market value, and internal pay equity. Annual salary is one component of Red Hat’s compensation package. This position may also be eligible for bonus, commission, and/or equity. For positions with Remote‑US locations, the actual salary range may differ based on location but will be commensurate with job duties and relevant work experience.

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.

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