Director, Adult Programs – Learning Architect
Sandy Hook Promise
Knowledge Management Lead – Information Architect
Trissential
full-time
Posted on:
Location Type: Remote
Location: Remote • Minnesota • 🇺🇸 United States
Visit company websiteSalary
💰 $193,000 per year
Job Level
Senior
Tech Stack
ITSMServiceNow
About the role
- Design and implement a Knowledge-Centered Service (KCS) framework across business and IT functions
- Assess current knowledge maturity, define roadmap, and lead execution to improve content quality and accessibility
- Integrate AI/automation into knowledge workflows (e.g., intelligent search, chatbots, predictive support)
- Collaborate with service desk teams to enhance Level 1–3 operations using structured knowledge capture and reuse
- Lead cultural and behavioral change to embed knowledge sharing into daily work
- Develop metrics and dashboards to track adoption, performance, and ROI
- Translate technical and business needs into a unified strategy for knowledge and data enablement
- Support integration with ITSM tools (e.g., ServiceNow, Jira Service Management) and drive automation opportunities
Requirements
- 15+ years of experience in knowledge management, IT service delivery, or digital transformation
- Deep expertise in Knowledge-Centered Service (KCS) frameworks and enterprise knowledge systems
- Proven success applying AI, NLP, or automation technologies to improve service operations
- Strong background in ITSM and support operations (e.g., ITIL, KnowledgeOps)
- Demonstrated ability to lead transformation programs from strategy to execution
- Excellent collaboration and communication skills across technical and non-technical audiences
- Experience driving organizational change and adoption across large user bases
- Bachelor’s degree in Information Systems, Computer Science, Organizational Development, or related field
- KCS certification preferred (Practitioner or Coach)
Benefits
- Medical, dental, vision
- Free tele-health
- HSA with company contribution
- Life and disability insurance
- 401k with matching
- Paid time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Knowledge-Centered Service (KCS)AINLPautomationITSMITILKnowledgeOpsmetrics developmentdashboard creationdigital transformation
Soft skills
collaborationcommunicationleadershiporganizational changebehavioral changestrategic thinkingcontent quality improvementuser adoptioncross-functional teamworkproblem-solving
Certifications
KCS PractitionerKCS Coach
