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20250804:01 - KCS Knowledge Champion

Planning for becomming a KCS Knowledge Champion in GitLab

A knowledge champion is someone (person within the group) who advocates for, promotes, and drives knowledge management for the product/feature. The knowledge champion will help bridge the gap between knowledge and support engineers.

Role:

The KCS Champion Role is in addition to the core Support Responsibilities (from handbook↗️), quoted from the KCS KC proposal slide:

  • work as a lead for helping to create knowledge
  • review data findings from tickets
  • meetings once a month to review data (ticket summary) and next steps for creating knowledge
  • help with reviewing knowledge (as a technical reviewer)
  • help identify which tickets should become articles
  • encourage teammates to contribute
  • provide feedback on knowledge quality

Core Support Work Priorities (from handbook↗️):

  1. Handle emergencies and account escalations if you are the DRI
  2. Handle STAR tickets (support ticket attention request) — escalated tickets
  3. Take new tickets from the global queue working top-down
  4. Participate in Support Pods (team) work
  5. Make sure assigned tickets are up to date and progressing
  6. Help on tickets assigned to others (notes, Slack questions, pairing, ticket responses)
  7. Attend to indirect ticket work (docs updates, issue creation/contributions, training)

(observation: these priorities put assigned tickets below Pods... that might be an update we require in the Handbook, reflecting on the NRT feedback issue↗️?)

Integration with Core Support Responsibilities:

Natural Alignment with Support Priorities

KCS work directly supports and enhances core responsibilities:

Priorities 4 & 7 (Direct KCS work):

  • Support Pods work → I am not in any Support Pods, but I am a Docs Support Stable Counterpart. KCS champion functions are a natural way to enhance my involvement as a Docs SSC.
  • Indirect ticket work → Knowledge creation, docs updates, issue contributions

Priorities 1-6 (KCS-Enhanced core work):

  • Priorities 2-3 (FRT SLA/ticket resolution): Knowledge articles help team resolve tickets faster
  • Priority 5 (Ticket progress): Document solutions while resolving, for dual value
  • Customer communication: Knowledge work improves explanation quality
  • Priority 6 (Helping others): Knowledge champion role is systematic approach to helping teammates

Support Stable Counterpart Integration Strategy

Current Role: Documentation SSC (Support Stable Counterpart)

KCS as SSC Enhancement Vehicle:

  • Increased SSC involvement: Use KCS activities to deepen documentation SSC contributions
  • Cross-SSC collaboration: Engage technology-specific SSCs (CI/CD, Gitaly, Geo, Container Registry, etc.) for knowledge creation
  • Knowledge network: Build connections between SSCs through shared knowledge initiatives, and with Technical Writers through updates in team meetings and championing KCS within TW

Docs SSC-KCS Champion Synergies:

  • Documentation expertise: Apply SSC documentation skills to knowledge article creation and review
  • Technical depth: Leverage SSC technical knowledge for high-quality knowledge content
  • Cross-functional bridge: Use KCS Champion role to connect support engineering with product/development teams via SSCs

Time Allocation Strategy

These are estimates, based on planning assumptions1, and will be reviewed. See footnote for assumptions.

High-efficiency activities (dual benefit — ~20-30%):

  • Document solutions during ticket resolution (Priorities 5 & 7)
  • Create knowledge from customer interactions (Priorities 2-3 & 7)
  • Help teammates with knowledge during collaboration (Priorities 4 & 6)

Dedicated KCS time (~10-15%):

  • Monthly data review meetings
  • Knowledge article reviews
  • Morning KCS channel scanning (15 min daily)
  • Team encouragement and recognition tracking

Total KCS impact: ~30-45% of time, with majority enhancing rather than replacing core work

Note: These percentages are initial estimates based on anticipated workload distribution. They will be reviewed and adjusted through regular assessment.

Daily Integration

  • Morning startup: Scan KCS channels (#spt_knowledge-base, #docs, ZD Knowledge page) — 15 minutes
  • During ticket work: Identify knowledge opportunities within existing workflow
  • Knowledge capture: Turn routine problem-solving into reusable articles
  • Team interactions: Integrate KCS updates into pairings/crush/swir naturally

Enhanced Execution Plan

  • SSC engagement: Work with technology-specific SSCs to:
    • Identify knowledge gaps in their specialty areas
    • Collaborate on technical knowledge articles
    • Review and validate specialized content
  • Documentation SSC evolution: Expand from pure documentation to broader knowledge management
  • SSC network building: Use monthly KCS reviews to highlight SSC contributions and encourage participation
  • Recognition tracking: Monitor team contributions for monthly KCS reviews
  • Early assessment: Weekly check-ins on both role performance to avoid derailments

Scope Management

KCS Role Boundaries:

  • Work within established support priority framework
  • Scope creep prevention: "Oh, I have this idea" → make issue/ping Kirsty
  • Decision Framework: Delegate → Defer → Do (keeping support priorities in mind)

Review and Iteration Process

  • Weekly self-assessment: Evaluate actual time spent vs. estimates
  • Monthly review: Adjust percentages based on workload patterns and KCS effectiveness
  • Quarterly assessment: Comprehensive review of time allocation and role balance
  • Trigger for adjustment: If core support performance declines or KCS work becomes overwhelming

Risk Mitigation

If things don't go as planned:

  • Priority protection: Core support responsibilities (Priorities 1-3 & 5) always take precedence
  • Early warning: Proactive communication when conflicts arise
  • Iteration: Adjust time allocation based on support workload and results
  • Collaboration: Escalate early rather than struggle alone

Success indicators:

  • Core support metrics maintained or improved
  • KCS deliverables met without stress
  • Sustainable workload without burnout
  • Increased SSC network engagement and knowledge contribution

  1. High-efficiency activities (20-30%): I estimated this based on the idea that during normal ticket work, I might spend about 1/4 to 1/3 of my time on activities that could simultaneously create knowledge value (documenting solutions, helping teammates, etc.).

    Dedicated KCS time (10-15%): I estimated this for pure knowledge champion activities like monthly meetings, article reviews, and daily channel scanning. ↩

Edited by Mike Lockhart | GitLab