Knowledge Management Specialist – HigherEdJobs

Department: Information Technology Service – 205400

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 positions role; or graduation from a four year college or university and one
year experience in the information technology field related to the positions 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

• Bachelors 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.

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.
Anticipated Hiring Range: $61,830-$64,303
Closing Date: 5/5/2024

To apply, visit https://appstate.peopleadmin.com/postings/45487

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.

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