IT Trainer and Knowledge Management Specialist
SUNY Empire State University
Saratoga Springs, NY
Full-time
Information Services / Technology (IT)
Posted on April 21, 2024
About Empire State University:
Founded in 1971 as the innovative campus of the State University of New York (SUNY), Empire State University empowers learners from diverse backgrounds to achieve their educational goals. We have decades of experience providing educational access through online teaching and learning, individualized instruction, mentoring, and prior learning assessment. We build on our students' experiences to promote their growth and drive upward mobility and economic development in New York state and beyond. SUNY Empire's 97,000 alumni are teachers, nurses, entrepreneurs, and leaders in their communities and their fields. Visit www.sunyempire.edu and follow us on social media @SUNYEmpire.
SUNY Empire is committed to creating a multicultural, inclusive academic and work environment. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe that having diverse faculty and staff is critical to academic excellence and prepares students to live and work in an increasingly global world.
Job Description:
Empire State University is seeking a highly skilled and motivated individual to join our Information Technology Services department as an IT Trainer and Knowledge Management Specialist (State Title: Instructional Support Associate). This position is pivotal in providing training for university IT applications, including the Microsoft Office 365 suite, and other campus applications. The successful candidate will also take the lead in managing knowledge base articles for IT and contribute to the development of new knowledge resources and technical documentation.
Responsibilities associated with this position include:
- Conduct 1 on 1 and group training sessions for university staff on IT applications, with a focus on the Office 365 suite including Teams and Bookings.
- Develop and update training materials, ensuring they align with the university's IT policies and procedures.
- Create and maintain a repository of high-quality technical documentation, including user guides, manuals, and FAQs.
- Collaborate with subject matter experts within the IT department to gather technical information and translate it into clear, accessible documentation.
- Manage and curate the IT knowledge base, including organizing and updating existing articles.
- Collaborate with IT teams to identify knowledge gaps and proactively develop new knowledge base articles.
- Review and edit content contributed by other team members to maintain consistency and clarity.
- Stay updated on the latest technologies and best practices to enhance training programs and knowledge base content.
Requirements:
Required Qualifications:
- Bachelor's degree in a related field OR an Associate's degree with a minimum of 2 years relevant experience.
- The ability to work in a diverse environment.
- Prior experience providing trainings to professional employees in an IT environment.
- Proficiency in the Microsoft Office 365 suite including Teams and Bookings.
- Strong technical writing skills with the ability to create clear and concise documentation.
- Prior experience in knowledge management, including organizing and maintaining knowledge base articles.
- Excellent communication and interpersonal skills.
- Ability to create accessible training methods to suit diverse population and learning styles.
- Familiarity with higher education IT systems and applications.
- Experience using an IT service management/ticketing application.
- Mastery in course curriculum development for professional trainings.
- Proficiency creating accessible documentation and web pages, familiarity with accessibility tools.
- May involve occasional travel to university locations across New York State.
- Applicants must be currently authorized to work in the United States on a full-time basis.
- SUNY Empire provides employees with robust remote and flexible work options to meet the needs of students, faculty, and staff in a dispersed work environment. University locations that may be considered include Saratoga Springs, Rochester and Selden, NY.
Additional Information:
Rank/Salary: SL2 / $52,000-$56,000, commensurate with experience and qualifications.
Empire State University is an EOE employer.
We are pleased to offer our employees an excellent benefit package which includes NYS health insurance, free dental and vision, competitive retirement options, and generous vacation, sick and holiday accruals; and a strong emphasis on work-life balance. We also offer professional-development activities for professionals and support staff.
IF YOU NEED A DISABILITY-RELATED ACCOMMODATION, PLEASE CALL THE ADA COORDINATOR AT (518) 587-2100, ext. 2240. IN ACCORDANCE WITH THE TITLE II CRIME AWARENESS AND SECURITY ACT, A COPY OF OUR CRIME STATISTICS IS AVAILABLE UPON REQUEST BY CALLING (518) 587-2100, ext. 2800. IT CAN ALSO BE VIEWED ON-LINE AT THE SAFETY AND SECURITY WEBSITE AT www.sunyempire.edu/safety-security.
Application Instructions:
Applications Due By: Applications accepted until position is filled.
If you are interested in applying for this position, please submit the following documents, which are required for consideration by clicking on the APPLY NOW button:
- Resume
- Cover letter
- Name and contact information of three references
Returning Applicants - Please click here to login to your Empire State University Employment Account to check your completed application or to update your account.
