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Knowledge Management Specialist - Boone, United States - Appalachian State
Description
Posting DetailsWork experience or education that is NOT included on the application will NOT be considered when screening your application.
Please include ALL work experience and education on the application to ensure that you receive the appropriate credit toward qualification for this position.
Position Summary InformationClassification TitleTechnology Support AnalystWorking TitleKnowledge Management SpecialistWorking Location (City, State)Boone, NCJob Category3Position Number092921DepartmentInformation Technology Service Description of UniversityAppalachian State University, in North Carolina's Blue Ridge Mountains, prepares students to lead purposeful lives as global citizens who understand and engage their responsibilities in creating a sustainable future for all.
The transformational Appalachian experience promotes a spirit of inclusion that brings people together in inspiring ways to acquire and create knowledge, to grow holistically, to act with passion and determination, and embrace diversity and difference.
As one of 17 campuses in the University of North Carolina system, Appalachian enrolls more than 20,000 students, has a low student-to-faculty ratio and offers more than 150 undergraduate and graduate majors.
Minimum QualificationsGraduation from a two year technical college with a major in computer science, information technology or related area and one year in the information technology field related to the position's role; or graduation from a four year college or university and one year experience in the information technology field related to the position's role; or graduation from a four year college or university with a major in computer science or information technology or related degree.
Related information technology experience may be substituted year for year for the required education.Special Note:
This is a generalized representation of positions in this class and is not intended to reflect essential functions per ADA.
Examples of competencies are typical of the majority of positions, but may not be applicable to all positions.Degrees must be received from appropriately accredited institutions.
License/Certification RequiredEssential Job FunctionsThe primary mission of Information Technology Support Services (ITSS) is to provide technology support and consultation to the faculty, staff and students of Appalachian State University.
ITSS consists of a communication and instructional support team, a desktop support team, and call-in help desk team, a walk-in technology support center, and copier services.
Job duties and responsibilities of the Knowledge Management Specialist include:Coordinate, write, edit, manage, publish, analyze, and maintain content for ITS Knowledge Base and websites.
Work with department colleagues and project managers to develop communication strategies for university projects.
Assess engagement and value of ITS online content via analytics and established metrics.
Represent ITS in cross-functional meetings with external departments and areas.
Collaborate closely with a variety of stakeholders, both internal and external, on all aspects of communication projects.
Design and deliver accessible, user-friendly content for documentation in Confluence, Jira and Drupal spaces.
Perform other duties as assigned.
Knowledge, Skills, & Abilities Required for this PositionKnowledge of Jira Service Desk, Confluence Knowledge Base Management, Google Suite, Drupal, and CanvaAbility to plan, develop, and execute communications within a strategic project frameworkExperience with screen recording tools and Adobe Creative Suite applicationsExcellent communication skills (oral and written), interpersonal, and organizational skills are requiredDemonstrated ability to present and explain complex technical topics, problems, and alternative solutions to varying audiencesWriting experience for communicating and breaking down complex technical processes and systems for diverse audiences with varying ranges of experienceGeneral knowledge of enterprise-level, multi-user computing environments utilizing Microsoft Active Directory, SCCM, and JAMFKnowledge of Windows, MacOS/OSX, iOS, and Android operating systemsGeneral knowledge of enterprise-level networking and security topicsClient support soft skills including: the ability to prioritize a multitude of tasks with or without direct supervisionthe ability to maintain positive working relationships with the campus communitythe ability to communicate complex technological concepts clearly and efficientlythe ability to anticipate the needs of constituent clients proactively.
Preferred QualificationsBachelor's degreeExperience working with Confluence, Google Suite, Drupal, Canva.Experience planning, developing, and executing communications within a strategic project framework.
Experience with screen recording tools and Adobe Creative Suite applications.
Excellent communication skills (oral and written), interpersonal, and organizational skills are required.
Demonstrated ability to present and explain complex technical topics, problems, and alternative solutions to varying audiences.
Writing experience for communicating and breaking down complex technical processes and systems for diverse audiences with varying ranges of experience.
Type of PositionPermanent Full-TimeStaff/Non-FacultyStaff/Non-FacultyAppointment Type1.00Work Schedule/HoursMonday through Friday 8:00am-5:00pm.Rarely, this position may be authorized to work overtime during periods of unusually high workload or to service special events.
Number of Hours Per Week40Number of Months Per Year12Mandatory StaffNoPhysical Demands of PositionLight-to-moderateOverall Competency LevelJourneySalary Grade EquivalencyIT03Salary RangeAnticipated Hiring Range$61,830-$64,303Required Functional Competencies to Successfully Perform Job Duties.
Consultancy Skills:
Communicate effectively and clearly to clients about technology issues and solutions.
Provide meaningful educational opportunities to clients with regard to technology utilization.
Interact with colleagues, primarily other members of the Desktop Support Specialists, Technology Help Desk, Technology Support Center, and Learning Spaces groups, to develop and disseminate institutional knowledge.
Planning & Organizing:
Collaborate with project managers to plan project communication strategies
Project Management:
Develop and lead instructional workshops and other classes and tranings.
Provide clear and concise technical documentation in the Appalachian Technology Knowledge Base.
Technical Knowledge:
Work with Confluence, Google Suite, Drupal, Canva to develop instructional materialsWork with screen recording tools and Adobe Creative Suite applications
Technical Solution Development:
Works independently with general supervision and exercises judgment within defined guidelines and practices to determine appropriate action
Technical Support:
Independently resolves problems through advanced systems analysis and troubleshooting procedures.
Pay will be commensurate with applicant competencies, budget, equity and market considerations.
Posting Details InformationPosting Date04/14/2024Closing Date05/05/2024Competency Level StatementManagement will only consider applicants who meet the required competencies.
Special Instructions to ApplicantsPlease submit a cover letter, your resume, and three professional references.
Search Chair NameEllen BurnetteSearch Chair .eduApplicant Pool PreferenceExternal (Post on the Web)Posting Number PQuick
