Knowledge Management Specialist - Job at Appalachian State University in Boone, NC

Knowledge Management Specialist

Boone, NC

Posted 14 days ago

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Job Description

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 - 205400
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: 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 Position	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.
Preferred Qualifications	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.
Type of Position	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: 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 materials Work 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 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	burnetteeg@appstate.edu
Applicant Pool Preference	External (Post on the Web)
Posting Number	201502582P
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Appalachian State University is an Affirmative Action/Equal Opportunity Employer. The University does not discriminate in access to its educational programs and activities, or with respect to hiring or the terms and conditions of employment, on the basis of race, color, national origin, religion, sex, gender identity and expression, political affiliation, age, disability, veteran status, genetic information or sexual orientation.

Job Summary

Company

Appalachian State University

Start Date

As soon as possible

Employment Term and Type

Regular, Full Time

Hours per Week

Work Hours (i.e. shift)

Monday through Friday 8:00am-5

Salary and Benefits

$61,830-$64,303

Required Experience

1 to 4 years