KCS (Knowledge-Centered Service) Enablement Consultant - Contract

3+ years of experience in technical support enablement, knowledge management, or support operations in a technical or open-source environment Strong knowledge of KCS v6 methodology (KCS Practices or Coach certification preferred) Exposure to open-source databases such as PostgreSQL, MySQL, MariaDB, MongoDB, or similar Experience with knowledge management platforms (e.g., Confluence, Salesforce Knowledge, ServiceNow, Guru) Proven ability to deliver effective training and coaching to technical teams Excellent communication, facilitation, and project coordination skills

Champion the adoption of KCS v6 practices Design and deliver KCS onboarding, role-based training, and continuous education programs Support KCS Contributor, Publisher, and Coach development paths Establish and streamline workflows for knowledge capture Align tooling with KCS practices Identify gaps and pain points in knowledge sharing processes Monitor the health of the knowledge base Collaborate with DB experts to ensure content reflects best practices Establish quality standards and review processes Track and report KCS metrics Deliver insights on adoption progress and impact on support KPIs Partner with documentation, product, and community teams Work with contributors from the open-source community