Answer U Knowledge Management Cdr

Answer U Knowledge Management Cdr Job Summary

Knowledge Management Coordinator supports the university's student success ecosystem by ensuring students receive clear, accurate, and timely information through the University of Utah's AI chatbot and the Marriott Library's chat platform. This role maintains and enhances both systems, keeps knowledge bases current, and aligns digital tools with the evolving needs of students seeking support across campus. It also supports the library's use of CRM tools for Answer U, a university-wide initiative housed in the library that provides a clear and accessible entry point for student support.

Answer U connects students to academic, administrative, and personal resources as part of the Student Experience Project, which aims to reduce fragmentation and improve student success. In collaboration with library leadership, the coordinator conducts user assessments, observes service environments, and occasionally staffs front desks to better understand student needs and trends, using these insights to refine documentation, improve services, and strengthen support models.

This position requires full‑time on‑campus work. Telecommuting will only be authorized for occasional/exceptional circumstances.

We seek qualified applicants who bring perspectives and experience that will enrich and strengthen our organization and enhance our commitment to access and belonging. We welcome applications from candidates of all backgrounds, including those who may not have followed a traditional educational or professional path. This position is not eligible for work‑visa sponsorship.

• Collaborate with the Office of Undergraduate Studies to support delivery, performance, and continual improvement of the university's student‑facing AI chatbot.
• Propose and integrate new features, content, or referral pathways as student needs evolve.
• Maintain and update the chatbot's knowledge base to ensure accuracy, clarity, and alignment with current university policies and resources.
• Analyze chatbot interactions to identify gaps, emerging trends, and opportunities to enhance automated student support.

• Manage the Marriott Library's chat service platform, ensuring it is reliable, responsive, and user‑friendly.
• Support front‑line staff in using the chat system effectively, including training, documentation, and troubleshooting.
• Monitor chat traffic patterns and service quality to identify areas for improvement.

• Support EAB Navigate CRM software for Answer U services.
• Maintain and update resource guides, service documentation, and internal navigation tools.
• Collaborate with the Answer U Manager to design workflows and refine referral pathways.
• Ensure accuracy and consistency of information across systems.
• Contribute to the development and maintenance of shared student‑support knowledge bases.

• Conduct regular user assessments—incl. chatbot reviews, chat transcripts, and in‑person observations—to evaluate service quality and identify unmet needs.
• Provide actionable insights and recommendations to departments and library leadership.
• Track and share trends related to student questions, campus navigation challenges, and resource gaps.

• Work occasional shifts at library front desks (e.g., peak weeks, start of semester).
• Understand how students navigate campus and library systems.
• Gather insights that inform system improvements.
• Use observations to help shape improvements to student support systems, chat platforms, and service workflows.

• Identify opportunities with the Office of Undergraduate Studies to streamline digital and in‑person support tools for a more cohesive student experience.
• Participate in cross‑unit discussions and working groups to align service delivery across campus.
• Contribute to pilot projects, system upgrades, and technology evaluations related to student support.

• EQUIVALENCY STATEMENT: 1 year of higher education can be substituted…