Knowledge Specialist

Instructional Technologist II

Job Family:
Instructional Design and Technology

Time Type:
Full time

Pay: $60,000.00 USD Annual (Depends on experience. Position Salary Range: $51,500 - $60,000 annually)

Minimum Qualifications:

Bachelor's degree and three (3) years of experience appropriate to the area of assignment/field; or any equivalent combination of experience and/or training.

Assesses, designs, implements, and provides instructional design support in one or more units to develop resources and materials to support teaching and learning.

Dual-audience role producing faculty, staff, and student-facing guides, tutorials, and workflow documentation, and internal Tier 1 and Tier 2 support documentation for troubleshooting, escalation, and resolution steps.

Will analyze support ticket data, platform usage analytics, and user feedback to prioritize documentation, establish content lifecycle, and coordinate across LX teams.

Reports to the Associate Director, LX Environments.

• Establish baseline knowledge landscape by documenting audit of existing resources.
• Build core faculty‑facing resource library (50+ how‑to guides, tutorials, quick‑start guides).
• Develop Tier 2 support documentation (15+ documents covering frequent ticket categories).
• Establish sustainable content lifecycle with review cadence, ownership, retirement process, and documentation standards.
• Use data to prioritize documentation and produce quarterly summary of work and rationale.
• Collaborate across LX teams to ensure non‑duplicative, high‑quality resources.

• Assist in implementation of knowledge management strategies and initiatives.
• Support development and maintenance of knowledge repositories and libraries.
• Collaborate with subject matter experts to capture knowledge.
• Provide support in use of knowledge management tools and platforms.
• Curate and review content for accuracy, relevance, and quality.
• Assist in development and delivery of training programs on knowledge management concepts.
• Assist in monitoring and analyzing knowledge management metrics.
• Stay informed about emerging trends, technologies, and best practices.
• Collaborate with cross‑functional teams to integrate knowledge management practices into business processes.
• Provide support and guidance to users on accessing and using knowledge management tools.
• Contribute to development of knowledge management policies and guidelines.
• Leverage AI in routine tasks and propose ideas for AI improvement.
• Take responsibility for fostering a positive culture, upholding organizational values.
• Collaborate across teams and actively participate in ET/ASU events.

• Experience producing knowledge resources for two distinct audiences with appropriate voice, depth, and structure.
• Portfolio evidence of how‑to guides, quick‑start documentation, and workflow guides for non‑technical end users.
• Portfolio evidence of internal support documentation (troubleshooting workflows, escalation criteria, resolution steps) for Tier 2 support.

• Working knowledge of Canvas LMS or comparable system, including vendor release cycles.
• Familiarity with connected-tool ecosystem typical of an enterprise LMS, e.g., assessment tools, proctoring, video, synchronous collaboration, accessibility tooling.
• Understanding of difference between vendor‑provided and institution‑specific documentation.

• Experience establishing a content lifecycle (review cadence, ownership, retirement, archival).
• Fluency with at least one enterprise knowledge management platform (Service Now Knowledge, Salesforce, Confluence, SharePoint, or comparable).
• Demonstrated use of templates, style conventions, and accessibility standards.

• Track record of using support ticket data, platform usage analytics, user feedback to decide documentation.
• Comfort working with imperfect data.
• Experience producing regular written summary for manager or stakeholder.

• Experience coordinating knowledge output across multiple teams.
• Ability to partner…