IT Service Quality Specialist (ITIL)

TL;DR

IT Service Quality Specialist (ITIL): Improving customer experience of enterprise services by integrating feedback and knowledge practices into operations with an accent on Voice-of-Customer (VoC) and Knowledge Centered Service (KCS). Focus on designing feedback mechanisms, analyzing service data to drive improvements, and establishing enterprise-wide knowledge standards.

Location: Kansas City, MO, USA or Lenexa, KS, USA. Must be legally authorized to work in the United States.

Company

A professional building system design and construction services firm known for technical excellence in mission-critical, healthcare, and retail sectors.

What you will do

• Design and manage Voice of Customer (VoC) mechanisms, including surveys and feedback loops.
• Analyze service experience and case data to produce actionable insights and metrics for leadership.
• Establish and lead an enterprise Knowledge Centered Service (KCS) approach to embed knowledge creation into daily work.
• Partner with service teams to optimize case management workflows, consistency, and resolution effectiveness.
• Define and maintain knowledge standards, taxonomy, and governance to ensure content is usable and findable.
• Facilitate cross-functional workshops and improvement initiatives to enhance service maturity.

Requirements

• Bachelor’s degree in Information Systems, Business, Communications, UX, or a related field.
• ITIL v4 or later certification required.
• 4–6 years of experience in service management, customer experience, or knowledge management.
• Must be legally authorized to work in the United States.
• Experience with case management systems, knowledge platforms, and digital experience tools.
• Strong analytical skills and the ability to translate technical data for non-technical audiences.

Nice to have

• Knowledge Centered Service (KCS) certification or demonstrated implementation experience.

Culture & Benefits

• Employee Stock Ownership Plan (ESOP) and industry-leading 401K match with profit sharing.
• Comprehensive insurance, including Health Savings Account (HSA) and Flexible Spending Accounts (FSA).
• Paid parental leave, volunteer time, and professional development training.
• Flexible work hours and a casual dress code.
• Performance bonuses and financial wellness coaching programs.