Knowledge Architect

Job ID: 101540
Workday ID: R-037505

About the job

The Enterprise Service Management team within the Global Business Services organization is looking for a Knowledge Architect to join our team. As a Knowledge Architect, you will be responsible for developing the overall architecture of how knowledge flows through our systems and is leveraged to drive automation, case and ticket deflection and predictive opportunities. Your focus will be to architect the approach to identify and capture information (content, use of that content, persona data, behavior data, etc), translating opportunities and requirements into systems, applications or process design solutions and integrating architecture, and then continuously improve how to anticipate our associates' needs and proactively provide required information to ensure a seamless support experience, balancing deflection with associate experience.

The Knowledge Architect needs to have an understanding of Knowledge-Centered Service (KCS) methodology and practices as well as the support processes and tools being used in the support organization. Ideally this person is KCS v6 Practices Certified. The architect stays abreast of best practices and advancements in the industry and works to incorporate those standards into the company.

Join us in revolutionizing the associate support experience through cutting-edge technology and innovative knowledge management practices!

What you will do

Design a scalable knowledge management infrastructure that enables user growth over time, developing, roadmapping and implementing strategies for automation
Define an architecture around knowledge that incorporates machine learning and GenAI Large Language Models to enhance support agent capabilities and implement efficiencies through Robotic Process Automation (RPA) to reduce repetitive tasks.
Focus on macro case analysis and session-based analytics to identify knowledge base solutions and how to increase the value delivered from the knowledge and support available
Explore and implement visualizations of session-based user journeys through the support experience
Own the taxonomy infrastructure for various support objects, including knowledge, cases, notifications, surveys, service offerings, and SLA thresholds.

Key contributor to building and maturing KCS processes and framework as well as the adoption plan
Enable support agents to capture, reuse, and improve content, allowing seamless sharing with users.
Define, monitor and improve knowledge success metrics

The salary range for this position is $142,140 - $234,500. Actual offer will be based on your qualifications.

What you will bring

Proven experience in knowledge management and architecture.
Familiarity with machine learning, GenAI Large Language Models, and Robotic Process Automation.
Strong understanding of Knowledge-Centered Service (KCS) methodology; Ideally KCS v6 Practices Certified.
Both analytic and influence skills.
Excellent communication and collaboration skills.
Ability to manage multiple projects simultaneously.

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Pay Transparency

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 for the position may differ based on location but will be commensurate with job duties and relevant work experience.

About Red Hat

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 have the flexibility to choose the work environment that suits their needs from in-office to fully remote to office-flex. 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. Opportunities are open. Join us.

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!

Note: These benefits are only applicable to full time, permanent associates at Red Hat located in the United States.

Diversity, Equity & Inclusion at Red Hat

Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from diverse backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions of diversity that compose our global village.

Equal Opportunity Policy (EEO)

Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.