Location: Remote (Client based in Twin Cities, MN)
Employment Type: Full-Time Consultant
Lead the Future of Knowledge & AI Enablement with Trissential
Are you a strategic thinker with deep expertise in knowledge management and a passion for AI-driven transformation? Trissential is hiring a Knowledge Management Lead / Information Architect to join our client’s team and lead a major enterprise initiative to modernize how knowledge is created, managed, and shared across the organization.
This is a high-impact, fully remote role where you’ll combine strategy, process design, and hands-on execution to evolve service operations into a knowledge-centered, AI-enabled environment. If you thrive at the intersection of ITSM, KCS, and emerging AI technologies—this is your opportunity to lead with purpose.
What’s in It for You?
- Enterprise-Level Impact – Drive transformation across business and IT functions, shaping how knowledge flows across teams and systems
- AI-Enabled Innovation – Integrate intelligent search, chatbots, and contextual delivery into knowledge workflows
- Remote Flexibility – Work from anywhere while collaborating with cross-functional teams and leadership
- Strategic Ownership – Lead roadmap development, stakeholder engagement, and execution of a knowledge-centered service model
Your Role & Responsibilities
- 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
Skills & Experience You Should Possess
- 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
Education & Certifications You Need
- Bachelor’s degree in Information Systems, Computer Science, Organizational Development, or related field
- KCS certification preferred (Practitioner or Coach)
Bonus Points If You Have
- KCS Practitioner or KCS Coach certification
- Familiarity with ServiceNow, AI/ML-based search tools, or knowledge automation platforms
- Experience in utilities, manufacturing, or public sector environments
- Advanced degree in Information Systems, Organizational Development, or related field
What We Offer
At Trissential, we value expertise, innovation, and collaboration. By joining our client’s team, you'll work on high-impact projects while enjoying a supportive work environment.
- Competitive Compensation – You choose the model that works best for you, both with company-sponsored benefits!
Up to $193,000 annually or $108 per hour, based on skills and experience - Comprehensive Benefits for you and your dependents – Medical, dental, vision, free tele-health, HSA with company contribution, life and disability insurance, and 401k with matching
- Paid Time Off – Both compensation models offer paid time away from work
- Fully Remote Work Model – Collaborate with teams across the enterprise from anywhere
- Career Development – Access to training, certifications, and leadership opportunities
- Supportive Team Culture – Work with a team that values continuous learning and growth
Please note: This role is only open to candidates who are authorized to work in the United States.
Ready to Lead Knowledge Transformation?
If you're ready to shape the future of enterprise knowledge and AI enablement, apply today and join Trissential in driving innovation and impact!
