Knowledge Consultant

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.

USU's North American Professional Services team is expanding its USU Knowledge practice and is looking for a Knowledge Consultant to join our growing team. In this role, you will lead enterprise clients through the full implementation lifecycle, from initial scoping and deployment through go-live, driving adoption and delivering measurable outcomes across each engagement. You will work directly with enterprise clients to deploy USU Knowledge, shape their knowledge strategy, and deliver results that hold up beyond go-live. This is a unique opportunity to help build out our US Knowledge delivery model and directly influence how we scale.

Inspiring customers together for a better service world. Join us now!

Your 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.

Your Skills:

Required

• 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

• 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.

We offer:

• 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.

Contact

HR Department

jobs@usu.com

Summary

Locations

Boston

Division

Consulting

Seniority

Professionals

Working Hours

Full Time

Code

5032