IT Service Quality Specialist

At Henderson, we're about more than just buildings
We're about the people, experiences, and longevity of a building. We're a company of problem-solvers and innovators known for our technical excellence and ability to provide come up with out-of-the-box solutions when it comes to design and construction. We love the process of bringing buildings to life - and keeping them in shape long after the doors open.

As an ESOP, each of our employee-owners are an essential part of our mission to lead the industry in innovation, sustainability, and client experience. With a vision to build a better world, Team Henderson has a people-first culture and diverse portfolio of world-class facilities.

It's What We Do

We provide total building system design and construction services across multiple high-growth markets throughout the country for industry leaders. You'll get to use your talent to work on projects for some of the biggest names in mission-critical, higher education, sports, healthcare, grocery, restaurant, and retail within the sectors we serve in business, community, grocery, health, retail, and venue.

It's How We're Different

We're about more than just buildings. We're about you. You, and the hundreds of passionate employee-owners who make us who we are. We've always been committed to providing an inclusive workplace where people can bring their full self to work and helps people reach their full potential - both as professionals and individuals. Together, we provide dream up innovative solutions for our clients industry-wide problems, design and construct spaces that become landmarks, and toast the good life at our happy hours. Take a peek into what makes us different here:

Position Summary:

The IT Service Quality Specialist is responsible for improving customer experience of enterprise services by integrating customer feedback, case management insights, and knowledge practices into daily service operations. This role designs and supports voice-of-customer activities such as surveys, focus groups, and direct feedback sessions, and partners with service teams to analyze results and manage follow-up for negative or low-satisfaction cases. Working closely with service owners and support teams, the specialist helps strengthen communication, usability, and consistency across service interactions while ensuring knowledge is captured and reused to address recurring issues. Through hands-on analysis, customer advocacy, and cross-functional collaboration, this role drives measurable improvements in satisfaction, resolution effectiveness, and overall service experience.


Minimum Qualifications:

• Bachelor's degree in information systems, Business, Communications, User Experience, or a related field required, or equivalent combination of education and experience.
• ITIL v4 or later certification required, with demonstrated experience applying service management principles in an enterprise environment.
• Knowledge Centered Service (KCS) certification or demonstrated experience implementing KCS practices strongly preferred.
• 4-6 years of experience in service management, customer experience, knowledge management, digital experience, or related enterprise roles.
• Demonstrated experience designing or improving service experiences, knowledge practices, or customer feedback mechanisms across multiple services or functions.
• Experience working with case management systems, knowledge platforms, service portals, or digital experience tools.
• Strong analytical skills with the ability to interpret service, experience, and knowledge data to drive decisions.
• Proven ability to influence, coach, and enable teams without formal authority.
• Experience facilitating cross functional workshops, improvement initiatives, or governance forums.
• Strong documentation and content design skills, including process flows, standards, knowledge articles, and experience insights.
• Familiarity with change enablement and adoption practices. Proficient in common productivity and collaboration tools (e.g., Microsoft 365, collaboration boards, diagramming or workflow tools).
• Excellent written and verbal communication skills, with the ability to translate between technical and non-technical audiences.
• Demonstrated ability to work independently with flexibility in managing daily priorities while collaborating across teams.
• Demonstrated ability to work independently with flexibility in managing daily priorities while collaborating across teams.

Job Responsibilities:

• Design, implement, and manage voice of customer mechanisms including surveys, feedback loops, and qualitative insights.
• Consolidate and analyze service experience, case, and feedback data to produce actionable insights and experience metrics.
• Communicate trends, insights, and recommendations to leaders and service teams to inform prioritization and improvement decisions.
• Ensure experience metrics and customer feedback are embedded into service governance and continuous improvement practices.
• Partner with service teams to strengthen case management practices, consistency, and workflows that support effective resolution and positive experiences.
• Align knowledge management, case handling, and service experience practices to reduce rework, handoffs, and time to resolution.
• Support service teams in adopting consistent standards for communication, escalation, and customer engagement.
• Shape and continuously improve the end-to-end experience of enterprise services across digital and human assisted channels.
• Analyze service interactions, journeys, and touchpoints to identify experience gaps, friction, and opportunities for improvement.
• Partner with service owners and stakeholders to align service design, communication, and usability with business needs and user expectations.
• Advocate for the customer experience while balancing operational efficiency, scalability, and service standards.
• Establish and lead an enterprise Knowledge Centered Service (KCS) approach that embeds knowledge creation and improvement into everyday service work.
• Define and maintain knowledge standards, taxonomy, governance, and quality measures to ensure content is accurate, usable, and findable.
• Partner with service delivery, support, and product teams to integrate knowledge capture and reuse directly into case management and service workflows.
• Coach and enable knowledge contributors and knowledge coaches to improve writing quality, reuse rates, and continuous improvement behaviors.
• Use knowledge analytics to identify gaps, improve content effectiveness, and increase successful self-service and assisted resolution.
• Serve as a liaison between business stakeholders, shared services teams, digital transformation partners, and technology platforms.
• Facilitate workshops, working sessions, and improvement initiatives focused on service experience and knowledge maturity.
• Support change enablement activities including communication, training approaches, and adoption reinforcement tied to service and knowledge improvements.
• Influence outcomes through collaboration and expertise without direct ownership of delivery teams.
• Establish and support governance processes related to knowledge quality, service experience standards, and adoption.
• Track outcomes, risks, and improvement progress across multiple services and workstreams.
• Recommend and implement enhancements to tools, processes, and practices that improve service usability, satisfaction, and learning.
• Monitor competitive and industry trends related to digital experience, customer experience, and knowledge management to inform evolution of practices.

Let's Talk Perks

We take care of our people. As a Henderson employee, you'll enjoy some pretty awesome perks. Trust us, your friends will all have work envy.

Culture

• Flexible Work Hours (Because we all need to balance work and life.)
• Casual Dress Code (Be yourself, please.)
• Paid Volunteer Time (We literally pay you to volunteer.)
• Paid Parental Leave (Because we know both parents deserve to be there for a new child.)
• Health and Wellness Initiatives (Get Fit and Stay Fit.)
• Receptive and Forward-Thinking Leadership (Our doors are always open.)
• Clear Career Path Options (We want you to excel.)

Benefits

• Industry-leading 401K match and profit sharing (When the company succeeds, we all share in that success.)
• Employee Stock Ownership Plan (Yes, our employees are the owners.)
• Paid Training for Professional Development (We'll pay for the time you take getting better at what you do.)
• Performance Bonuses (When you do well, we reward you for your work.)
• Comprehensive and Extensive Insurance (We've got you covered.)
• Paid Term Life and Disability (We've got your family covered, too.)
• Health Savings Account & Flexible Spending Accounts (We'll help you take advantage of tax savings.)
• Paid Time Off and Sick Time off (Take a break. You deserve it!)
• Financial Wellness & Coaching Program (Financial security makes you a happier team member.)

More information can be found here -

Henderson Engineers, Inc. and Henderson Building Solutions are EEO Employers/Vet/Disabled and participate in the E-Verify program.

Applicants for positions with Henderson Engineers/Henderson Building Solutions must be legally authorized to work in the United States, and verification of eligibility will be required at the time of commencement of employment.

All offers will be contingent upon completion of the hiring process including verifications and background checks as required for employment.

To all recruitment agencies: Henderson does not accept unsolicited resumes from search firms or agencies. Any resume submitted to any employee of Henderson without a prior written search agreement will be considered unsolicited and the property of Henderson. Please, no phone calls or emails.

NOTICE TO CANDIDATES: RECRUITMENT FRAUD ALERT

Henderson representatives conduct all email communications exclusively through a company email address that ends with @hendersonengineers.com, @hendersonbuilding.com. We extend offers of employment only after a comprehensive interview process and will never ask you for a payment of any sort nor offer one for any reason. Henderson will not ask any applicant to purchase equipment, nor offer to reimburse any applicant for expenses incurred prior to employment. We will not request personal information until a legitimate offer of employment has been extended. If you suspect a recruitment attempt is fraudulent, you should cease communications. All legitimate job opportunities are posted on our company website's careers page.