Knowledge Consultant

About the Role

USU is a global leader in IT and enterprise service management solutions. Our products help organizations manage their IT assets, optimize software spend, and empower employees through intelligent self-service. USU Knowledge enables enterprises to build, manage, and deliver structured knowledge at scale, supporting customer service, IT operations, and AI-driven self-service. With an established North American Professional Services team and a growing USU Knowledge practice, we are expanding our reach and building a team that combines deep product expertise with a genuine commitment to client success.

Responsibilities

• Lead USU Knowledge deployment projects from kick-off to go-live, coordinating stakeholders across the client organization and internal teams.
• Define project KPIs, build the delivery roadmap, and manage each phase: scoping, knowledge migration, configuration, change management, testing, and acceptance.
• Collaborate with Sales, Product, and Technical teams to ensure client commitments are met and deliverables are high quality.
• Design knowledge architecture, governance structures, and AI-ready knowledge bases tailored to each client's environment.
• Facilitate workshops and training sessions to upskill client teams and drive end-user adoption.
• Develop client-facing materials such as tutorials, documentation, and guides to support rollout and long-term self-sufficiency.
• Anticipate project risks and drive corrective actions proactively.
• Participate in pre-sales activities as a subject matter expert: discovery workshops, solution demos, effort estimates, and delivery methodology presentations.
• As part of a lean, growing team, serve as a first point of contact for client questions post-go-live, triaging functional inquiries and escalating technical issues as needed.
• Contribute to building and refining the USU Knowledge delivery methodology for the US market.

Required Skills

• 3+ years of experience leading enterprise SaaS implementation or consulting projects in a B2B environment.
• Demonstrated ability to manage complex, multi-stakeholder projects including C-level engagement.
• Excellent written and verbal communication skills, with the ability to translate technical concepts for business audiences.
• Highly organized with the ability to manage multiple engagements and priorities simultaneously.

Preferred Qualifications

• Experience in a knowledge management, content management, or self-service support environment.
• Consulting or professional services experience at a software company.
• Familiarity with AI-powered knowledge tools, automation, or self-service support models.
• Experience building scalable delivery processes in an early-stage or growing team.

Benefits

• Competitive salary with comprehensive benefits, including health, dental, vision, and 401(k) with employer match.
• Flexible hybrid work options.
• Clear career development pathways with opportunities for growth and advancement within our expanding North American practice.
• A collaborative, supportive work environment with a strong emphasis on work-life balance.