Knowledge Management Specialist

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 Quick Link https://appstate.peopleadmin.com/postings/45486