Training & Communication Coordinator

Reporting to the Associate Director of Client Services, this position is responsible for independently developing, coordinating, and managing communication, training, and user‑support initiatives for the Giving and Alumni Information Link (GAIL), the University’s enterprise alumni and donor engagement system. The role also provides in‑depth support for the UGA Foundation’s financial accounting platform (UGAF@Work) through the creation of training materials, delivery of user instruction, and provision of frontline assistance.

Key responsibilities include designing, developing, and maintaining instructional content; facilitating in‑person, virtual, and online training programs; and providing direct end‑user support for both fundraising and financial systems. The position regularly consults with campus stakeholders to assess communication and system needs, collaborates with central administrative teams to ensure successful project execution, and applies advanced knowledge of both platforms to guide users and resolve issues.

The incumbent contributes to system governance processes by participating in train‑the‑trainer efforts, assisting with system access workflows, supporting product steering committee meetings, and maintaining accurate and accessible content across two support websites, a knowledge‑base site, and the learning‑management systems.

Additionally, the role leads and supports consultation meetings with schools, colleges, and units, and assists with preparing and distributing system‑related communications, including periodic GAIL Tips & Tricks updates and UGA Foundation Accounting newsletters.

• Serve as subject matter expert for the UGAF financial platform and supported CRM systems.
• Independently learn, test, and apply new system modules, tools, and feature enhancements.
• Maintain deep understanding of role‑based permissions, cross‑module functionality, and system configurations.
• Diagnose and resolve user access, security, and role assignment issues.
• Provide guidance and training on financial report listings, navigation, and report generation.
• Identify system gaps and coordinate updates with technical partners.
• Escalate complex cases appropriately while ensuring continuity of operations.
• Maintain ongoing technical proficiency to support evolving institutional systems.
• Provide ongoing user support for financial, fundraising, and other supported platforms.

• Manage multiple user support websites for financial and fundraising platforms.
• Optimize website architecture, layout, navigation, and design for usability, accessibility compliance, responsiveness, and brand consistency across devices and browsers.
• Implement and troubleshoot HTML/CSS updates.
• Publish announcements, updates, and instructional resources.
• Develop BBIS registration and donation pages aligned with communication campaigns.
• Set up course assignments using LMS platforms (Learn Dash, PEP, eLC, etc.).

• Lead the full lifecycle of instructional materials: planning, drafting, formatting, and revising.
• Develop slide decks, visual guides, job aids, video tutorials, and online instructional media.
• Translate complex technical concepts into accessible, user‑friendly documentation.
• Adapt materials for diverse audiences and varying technical proficiency levels.
• Verify technical accuracy with subject matter experts.
• Design specialized training plans tailored to individual client needs.
• Conduct classroom, virtual, and individualized training sessions.
• Maintain training calendars, class schedules, and facility procurement.
• Manage class registrations and logistics for UGAF@Work, GAIL, and related platforms.
• Monitor quiz responses and provide corrective guidance to learners; assess training effectiveness.
• Create curriculum and facilitate strategic workshops and office hours, align teams, clarify roles, and help resolve friction points.
• Participate in train‑the‑trainer programming and prepare facilitators for system rollouts.
• Plan, coordinate, and execute large‑scale user training initiatives to facilitate multiple departments.
• Provide back‑up facilitation and…