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: https://youtu.be/AIt17t_uJ-A?si=oSMy5zQeUcb_faE3


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 m