- 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 of Jira Service Desk, Confluence Knowledge Base Management, Google Suite, Drupal, and Canva
- Ability to plan, develop, and execute 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
- General knowledge of enterprise-level, multi-user computing environments utilizing Microsoft Active Directory, SCCM, and JAMF
- Knowledge of Windows, MacOS/OSX, iOS, and Android operating systems
- General knowledge of enterprise-level networking and security topics
- Client support soft skills including:
- the ability to prioritize a multitude of tasks with or without direct supervision
- the ability to maintain positive working relationships with the campus community
- the ability to communicate complex technological concepts clearly and efficiently
- the ability to anticipate the needs of constituent clients proactively.
- Bachelor's degree
- Experience 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.
- 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.
- Collaborate with project managers to plan project communication strategies.
- Develop and lead instructional workshops and other classes and tranings.
- Provide clear and concise technical documentation in the Appalachian Technology Knowledge Base.
- Work with Confluence, Google Suite, Drupal, Canva to develop instructional materials
- Work with screen recording tools and Adobe Creative Suite applications.
- Works independently with general supervision and exercises judgment within defined guidelines and practices to determine appropriate action.
- Independently resolves problems through advanced systems analysis and troubleshooting procedures.
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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 Information
Classification Title
Technology Support Analyst
Working Title
Knowledge Management Specialist
Working Location (City, State)
Boone, NC
Job Category
3
Position Number
092921
Department
Information Technology Service
Description of University
Appalachian 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 Qualifications
Graduation 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 Required
Essential Job Functions
The 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:
Permanent Full-Time
Staff/Non-Faculty
Staff/Non-Faculty
Appointment Type
1.00
Work Schedule/Hours
Monday 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 Week
40
Number of Months Per Year
12
Mandatory Staff
No
Physical Demands of Position
Light-to-moderate
Overall Competency Level
Journey
Salary Grade Equivalency
IT03
Salary Range
Anticipated Hiring Range
$61,830-$64,303
Required Functional Competencies to Successfully Perform Job Duties.
Consultancy Skills:
Posting Details Information
Posting Date
04/14/2024
Closing Date
05/05/2024
Competency Level Statement
Management will only consider applicants who meet the required competencies.
Special Instructions to Applicants
Please submit a cover letter, your resume, and three professional references.
Search Chair Name
Ellen Burnette
Search Chair Email
Applicant Pool Preference
External (Post on the Web)
Posting Number
P
Quick Link
