Knowledge Specialist

About the role

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resources across Canvas and the top connected learning platforms - what exists, who owns it, what's current, what's outdated, what's missing.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. Position Salary Range: $ 51,500 - $60,000 annually Essential Duties: Assist in the implementation of knowledge management strategies and initiatives to c

Requirements

• 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.
• Job Profile Summary:
• Assesses, designs, implements, and provides instructional design support for in one or more units to develop resources and materials to support teaching and learning.
• Job Description:

Additional Information

Job Profile: Instructional Technologist 2 Job Family: Instructional Design and Technology Time Type: Full time Max Pay - Depends on experience: $60,000.00 USD Annual Apply before 11:59 PM Arizona time the day before the posted End Date.

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Company Intel

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