Knowledge Management Editor (IT User Support Specialist)
Indiana University

Department

UITS ENTERPRISE SERVICES (UA-CCSE-IUBLA)

Department Information

At University Information Technology Services (UITS) we provide the technology, tools, and services you need to succeed. UITS supports IU's vision for excellence in research, teaching, outreach, and lifelong learning. We ensure a workplace that encourages growth, flexibility, and creativity, as well as a culture that champions inclusion, diversity, and overall employee well-being through programs supported university wide. As an Equal Opportunity Employer, we believe in each person's potential, and we'll help you reach yours.

The University Information Technology Services (UITS) Knowledge Management team maintains content that appears in the IU Knowledge Base and in other IU websites and applications. By partnering with other expert teams, we provide help documentation to IU students, faculty, and staff for IT systems and services at IU. Our team works on both incoming daily tasks and long-term projects in a highly positive team culture. Our mission is to provide information the IU community needs at the point where they need it.

Job Summary

This role is a unique opportunity to work at the hub of information technology at IU, and to interact with experts in multiple IT fields. This position gives insight and exposure into technology/service ownership, and provides collaborative experiences within the IU network. There is ample opportunity for dedicated professional development time.

Department-Specific Responsibilities

• Works on a mission-critical IU service.
• Helps to provide the IT resources that make IU a world-class leader in research and education
• Collaborates with subject matter experts and service owners across all campuses to identify, collect, create, and maintain content about computing systems, applications, and information technology services used for teaching, learning, research, and administration.
• Completes the technical work to ensure that documentation is visible to appropriate audiences and meets accessibility and usability standards, as well as brand guidelines including voice, tone, accuracy, and applicable publication standards.
• Works on IT-related mailings and hosted events to support the IU community as needed.
• Communicates effectively with partners and colleagues regarding documentation tasks and challenges.
• Stays up-to-date and maintains knowledge of all services offered and/or supported by the University.

General Responsibilities

• Provides technical consulting, advising, and systems analysis services for client-supported software and systems.
• Using system analysis techniques and procedures, conducts research and evaluates use of existing technology solutions and their future releases, new product releases of client software, and emerging technologies, applications, and industry trends.
• Provides advice for best practices of deployment of collaboration solutions; partners with appropriate technical staff on unique problems requiring specialized knowledge.
• Stays up-to-date on emerging technologies, trends, and best practices; makes recommendations to improve IT support processes and procedures.
• Communicates effectively with clients in resolving escalated issues.
• May provide informal and formal training to faculty staff and students on information technology.
• Adheres to documentation standards (issues, resolutions, updates/changes).

Qualifications

Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.

EDUCATION

Required

• Bachelor's degree (preferably in computer science or related field)

SKILLS

Required

• Proficient communication skills
• Maintains a high degree of professionalism
• Demonstrates time management and priority setting skills
• Demonstrates a high commitment to quality
• Possesses flexibility to work in a fast paced, dynamic environment
• Seeks to acquire knowledge in area of specialty
• Friendly and service-oriented
• Excellent organizational skills
• Sound understanding of network fundamentals, and understanding and application of existing industry best practices
• Knowledge and skill in recent Microsoft Office suite
• Familiarity with recent Microsoft Windows and Macintosh client OSes, Exchange, common email clients

Preferred

• Knowledge and skill in technical writing (structured writing), technical editing, and online support delivery
• Experience publishing on the web and familiarity with markup languages, such as HTML

Working Conditions / Demands

This position requires the ability to communicate effectively and to operate computers and other related technical equipment. The person in this role must be able to perform the essential functions with or without an accommodation.

Additional Information

This position is not eligible for visa sponsorship.

Work Location

Bloomington, Indiana

After training is completed, this position is eligible for remote work or to work a hybrid schedule (mix between remote and in-person work), subject to change in the future based on university policy and business needs.

Benefits Overview

For full-time staff employees, Indiana University offers a wide array of benefits including:

• Multiple plan options for medical insurance
• Dental insurance
• Health Savings Account with generous IU contribution
• Life insurance, LTD, and AD&D options
• Base retirement plan contribution from IU, subject to vesting
• Additional supplemental retirement plan options
• Tuition benefit for IU classes
• 10 paid holidays per year
• Generous Paid Time Off
• Paid Parental Leave
• Employee Assistance Program (EAP)

Learn more about our benefits by reviewing our online Benefits Brochure.

Job Classification

Career Level: Core

FLSA: Exempt

Job Function: Information Technology

Job Family: IT User Support
Click here to learn more about Indiana University's Job Framework.

Posting Disclaimer

This posting is scheduled to close at 11:59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.

If you wish to include a cover letter, you may include it with your resume when uploading attachments.

Equal Employment Opportunity

Indiana University is an equal employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for employment based on individual qualifications. Indiana University prohibits discrimination based on age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status. Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX. Questions or complaints regarding Title IX may be referred to the U.S. Department of Education Office for Civil Rights or the university Title IX Coordinator. See Indiana University's Notice of Non-Discrimination here which includes contact information.

Campus Safety and Security

The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online. You may also request a physical copy by emailing IU Public Safety at iups@iu.edu or by visiting IUPD.

Contact Us

Request Support
Telephone: 812-856-1234

This job has expired.