About the job
The Red Hat Service Management team is looking for an experienced professional to join us as a Knowledge Management Process Owner in Raleigh, NC. In this role, you will be focused on knowledge management for enterprise services and support. You will have specific responsibilities within the Service Management team focused on the end-to-end process including current state optimization and building future state maturity. You will serve as a liaison between business partners and the Service Management Platform team, soliciting feedback from services teams and driving continuous improvement projects. They will lead and partner with knowledge managers within IT and other business service areas to design and deliver the best possible knowledge management solutions for the end user. As a Knowledge Management Process Owner, you will demonstrate subject matter expertise in the knowledge management framework and ServiceNow's knowledge module with the ability to support multiple business partners concurrently with minimal oversight by the functional manager.
What you will do

• Be accountable for and own the knowledge management process; oversee the process design and success
• Develop and manage the roadmap for the improvement of the process
• Oversee overall performance and results of the process
• Identify and manage critical process success factors and continuously improve service quality
• Support process reporting, like KPIs, SLAs, or OLAs, and presentations as needed
• Report process status and progress to peers and leadership
• Ensure great ideas translate to the functional specifications and continue through the development process
• Partner with other disciplines to solicit end user feedback throughout the product development life cycle
• Evangelize user experience best practices, strategies, techniques, and methodologies
• Act as liaison to IT and partner groups to promote value and benefits of processes
• Explain ServiceNow functionality and capabilities to IT and business partners
• Support the development, improvement, operational delivery, and governance of IT service management (ITSM) processes and tools
• Transform business requirements into system specifications
• Approve or reject process deviation requests
• Perform testing for specific features where configuration is required
• Guide implementation of standard delivery and continuous improvements of the process across the IT and business partners
• Enact system audit practices and conduct audits to ensure data integrity
• Lead process integration efforts with other ITSM processes
• Manage escalations within the process; facilitate, resolve, or escalate cross-functional issues

What you will bring

• 5+ years of experience with knowledge management process ownership
• Experience leading initiatives focused on end-user experience within ITSM services and support
• Experience in catalog, request, incident, change, problem, and knowledge management activities
• Experience in providing enterprise IT services, including implementation of information technology infrastructure library (ITIL) best practice
• Bachelor's degree
• ITIL v3 Foundation Certification or higher; experience managing programs within the ITIL framework
• Demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction
• Solid leadership qualities and facilitation skills with the ability to lead service delivery teams through assessment and mitigation activities
• Detailed understanding of the impact of change and the interdependencies and their impact on the business and IT Projects
• Excellent interpersonal skills including the ability to inspire across the organization
• Great organizational skills with attention to detail
• Relevant industry certifications
• Familiarity with ServiceNow
• Familiarity with service desk and support best practices

About Red Hat
Red Hat is the world's leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.
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.