Knowledge Specialist

Assesses, designs, implements, and provides instructional design support for in one or more units to develop resources and materials to support teaching and learning., Enterprise Technology (ET) is the team behind the systems that shape the university's future. We build, partner on, and lead the technology that amplifies human potential across ASU - guided by the ASU Charter and the belief that technology should be intentional, ethical, and in service to the university's highest aspirations.

Within ET, the Learning Experience (LX) organization exists to make enterprise-wide technologies a multiplier of teaching, learning, and discovery for all faculty, students, and staff. LX Environments - the team this role joins - delivers the reliable enterprise learning platforms (Canvas and its connected ecosystem) and the training and support that faculty, staff, and students need to use them effectively.

About the Position:

This is a dual-audience role. You will produce two distinct categories of resources: faculty, staff, and student-facing guides, tutorials, and workflow documentation that help instructors and students use Canvas and connected platforms confidently in their teaching and learning; and internal Tier 1 and Tier 2 support documentation - troubleshooting workflows, escalation criteria, resolution steps - that helps the support teams resolve issues quickly and consistently.

You will use support ticket data, platform usage analytics, and user feedback to decide what to document, update, or retire. You will establish the content lifecycle that keeps the library current as platforms evolve. And you will coordinate across LX teams - the Tier 2 support team, LMS administrators, and the TechEd Enablement consulting team - to ensure resources are accurate, non-duplicative, and well-positioned in the broader faculty support ecosystem. This position reports to the Associate Director, LX Environments.

What You'll Accomplish:

Your success in this role will be measured by what you produce and the impact it has, not by tasks completed. In your first year, you will:

Establish a baseline of the current knowledge landscape

• Produce a documented audit of existing knowledge resources across Canvas and the top connected learning platforms - what exists, who owns it, what's current, what's outdated, what's missing.
• Partner with the Tier 2 team, LMS administrators, and TechEd Enablement to understand the full landscape before producing new content.

Build the core faculty-facing resource library

• Produce 50 or more how-to guides, tutorials, quick-start guides, and workflow resources for Canvas and the highest-priority connected platforms.
• Write for faculty and staff audiences - task-oriented, jargon-light, focused on teaching workflows rather than system administration.
• Organize resources in a searchable, centrally accessible location designed for self-service.

Develop Tier 2 support documentation

• Produce 15 or more internal support documents covering the most frequent Tier 2 ticket categories.
• Document troubleshooting workflows, escalation criteria, and resolution steps precise enough to be used during active support interactions.
• Contribute to measurable reductions in average resolution time or escalation rate for documented issue types.

Establish a sustainable content lifecycle

• Define a review cadence for all published resources, aligned with platform release schedules.
• Establish clear ownership and an update process for each resource, plus a retirement process so users don't find stale guides.
• Develop documentation standards - templates, style conventions, accessibility requirements - that ensure consistency as the library grows.

Use data to prioritize what gets documented

• Analyze Tier 2 ticket patterns, platform usage data, and faculty feedback to identify where documentation will have the greatest impact.
• Produce a quarterly summary of what was produced, what's planned next, and the data rationale behind the choices.

Collaborate effectively across LX teams

• Build productive working relationships with the Tier 2 support team, LMS administrators, and the TechEd Enablement team.
• Coordinate with TechEd Enablement to ensure faculty-facing knowledge resources complement - rather than duplicate or conflict with - their consulting work., * Assist in the implementation of knowledge management strategies and initiatives to capture, organize, and share organizational knowledge effectively.
• Support the development and maintenance of knowledge repositories, databases, and libraries to ensure easy access to relevant information and resources.
• Collaborate with subject matter experts to capture tacit and explicit knowledge through interviews, documentation, and other knowledge-capture methods.
• Provide support in the use of knowledge management tools, systems, and platforms to enhance knowledge sharing and collaboration.
• Curate and review content for accuracy, relevance, and quality to ensure that knowledge assets meet the needs of users.
• Assist in the development and delivery of training programs and materials to educate employees on knowledge management concepts and best practices.
• Assist in monitoring and analyzing knowledge management metrics and feedback to assess the effectiveness of knowledge management initiatives and identify areas for improvement.
• Stay informed about emerging trends, technologies, and best practices in knowledge management and share knowledge with stakeholders within the organization.
• Collaborate with cross-functional teams to integrate knowledge management practices into business processes and systems.
• Provide support and guidance to users on accessing and using knowledge management tools and resources effectively as needed.
• Contribute to the development of knowledge management policies, procedures, and guidelines to support organizational goals and objectives.
• Leverage AI in routine tasks and contribute ideas for using AI to improve the unit's efficiency and overall performance.
• Take responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms.
• Collaborate across teams and actively participate in ET/ASU events and programs., * The role is predominantly situated in an environmentally controlled office setting, involving extended periods of sitting, keyboarding, and computer mouse manipulation, constituting approximately 75% of the work time. Additionally, there are requirements to stand for varying durations and walk moderate distances, amounting to approximately 10% of the workload. Physical demands may also include stooping, bending, and reaching, alongside frequent transitions between sitting, standing, and walking. Regular use of standard office equipment including, but not limited to, computer workstation or laptop, keyboard, monitor, mouse, printer, calculator, copier, telephone, and associated technology peripherals., Graduate Assistant, Intern and part-time positions are counted as half time for experience equivalency, meaning one year equals six months of experience., Notice of Availability of the ASU Annual Security and Fire Safety Report:

In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU's Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf . You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.

Relocation Assistance - For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources .

Employment Verification Statement:

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Background Check Statement:

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Fingerprint Check Statement: This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.

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 from which comparable knowledge, skills and abilities have been achieved., * Demonstrated experience producing knowledge resources for two distinct audiences in the same role - a non-technical end-user audience (faculty, instructors, educators) and an internal technical support audience - and adapting voice, depth, and structure to each.

• Portfolio evidence of how-to guides, quick-start documentation, and workflow guides written for users who are not system administrators.
• Portfolio evidence of internal support documentation - troubleshooting workflows, escalation criteria, resolution steps - written for a Tier 2 or equivalent support team.

Enterprise learning platform context

• Working knowledge of Canvas LMS or a comparable enterprise learning management system, including the rhythm of vendor release cycles and the implications for documentation maintenance.
• Familiarity with the connected-tool ecosystem typical of an enterprise LMS environment (assessment tools, proctoring, video, synchronous collaboration, accessibility tooling); direct experience with Honorlock, Respondus, or Zoom is a plus but not required.
• Understanding of the difference between vendor-provided documentation and institution-specific documentation, and the ability to scope resources that complement rather than duplicate vendor content.

Documentation systems and lifecycle discipline

• Experience establishing or operating a content lifecycle - defined review cadence, ownership model, retirement and archival process - so a knowledge base stays current rather than decaying into a stale archive.
• Fluency with at least one enterprise knowledge management platform (ServiceNow Knowledge, Salesforce, Confluence, SharePoint, or comparable); ability to learn a new platform quickly is weighted more heavily than platform-specific credentials.
• Demonstrated use of templates, style conventions, and accessibility standards to produce a consistent resource library as it scales.

Data-informed prioritization

• Track record of using support ticket data, platform usage analytics, user feedback, or similar signals to decide what to document, update, or retire.
• Comfort working with imperfect data - the discipline of asking what the data tells you before committing production effort, rather than waiting for perfect instrumentation.
• Experience producing a regular written summary for a manager or stakeholder that reports what was produced, what is planned next, and the data rationale behind the choice.

Cross-team collaboration

• Experience operating in an environment where multiple teams share responsibility for the end-user experience - a central platform team, a faculty-development or consulting team, and a front-line support team - and coordinating knowledge output across those seams without duplicating effort.
• Ability to partner with subject-matter experts (platform administrators, support team leads, faculty development consultants) to validate accuracy and ensure resources are usable at the point of need.
• Clarity about the difference between faculty-facing instructional design and faculty-facing platform documentation, and the judgment to stay in the latter lane.

Higher-education context (preferred)

• Prior experience in a higher-education, academic support, or faculty-facing technology role.
• Awareness of how faculty schedules, term rhythms, and teaching workflows shape what good documentation looks like.
• Familiarity with accessibility standards (WCAG, ASU accessibility guidelines) as a baseline expectation for all published resources.

Knowledge, Skills, and Abilities

• Ability to translate technical platform capabilities into clear, task-oriented instructions for a non-technical audience.
• Skill in structuring information for quick reference during active support interactions - precise, scannable, findable.
• Ability to establish and maintain working relationships across technical and non-technical teams, including platform administrators, support staff, and faculty-facing consultants.
• Working knowledge of Microsoft Office applications and web browsers; fluency with a knowledge management platform (ServiceNow, Salesforce, Confluence, SharePoint, or comparable).
• Ability to apply data from support tickets, usage analytics, and user feedback to prioritize documentation effort.
• Commitment to accessibility standards and to producing resources that serve faculty across a wide range of technical confidence without condescension.
• Demonstrated ability to model empathy, compassion, and emotional intelligence.
• Experience in a values-driven organization with a strong commitment to inclusion and belonging.
• Ability to cultivate a psychologically safe environment where all team members can thrive.
• Capacity to inspire and drive meaningful change in individual, institutional, and corporate behaviors to support a more sustainable environment.
• Commitment to leading by example through effective communication, active participation, and advocacy for the institution's sustainability programs.

4.24.2 out of 5 stars Tempe, AZ $51,500 - $60,000 a year - Full-time

Enterprise Technology (ET) embraces its role as both an enabler and catalyst for advancing the vision and work of the New American University. We are a values-driven organization. Our commitments are reflected in all of the work we do in pursuit of operational excellence, the experience and delight of our community, and our strategic and innovation initiatives. Applicants must be eligible to work in the United States. Join the team that sparks human-centered innovation ET is a rapidly reconfigurable and entrepreneurial organization at ASU that prioritizes and executes to meet the needs of our community of learners, faculty, researchers and staff. Our work emphasizes autonomy, flexibility and distributed decision-making to leverage the strengths of individuals. Together, we embrace a culture that nurtures, engages and embraces many voices with a shared lens of positive community impact and expanded opportunities for collaboration. Why join us? Mission oriented. Everything we do is to advance ASU's charter - measuring who we include and how they succeed. We are staunch champions of learner success and put people first. Flexibility. Our flexible work environment allows employees to explore opportunities with their supervisor beyond the traditional work schedule. Opportunities include hybrid work where staff are in person three days per week. Culture forward. We embrace a Positive Core culture: Belonging, Relational, Authentic, Visionary and Empowered. Scale of impact. Our work changes the world. With 200k+ learners, faculty, researchers and staff, working with ET means you have the capacity to improve many lives and entire communities. World-class, low cost education. Our professional development is built in! ET encourages staff to seek additional certificates and degrees via ASU's top ranked programs with major tuition breaks. Exposure to industry giants. ET partners with Amazon, Apple, Arista, Cox, Verizon, Salesforce, Alteryx and a diversity of technology companies to enhance our innovations and deepen their impact., Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions inclusive excellence, and welcomes students from all fifty states and more than one hundred nations across the globe.