Communications

• Responsible for the curation, final editing, oversight, and governance of UMGC’s knowledge management process, ensuring that knowledge base articles are accurate, follow the style guide created by the knowledge specialist, reviewed, and updated on a regular cadence.
• Leverage UMGC student communications standards and best practices to effectively manage knowledge base and provide value across communications channels.
• Evaluate data to ensure knowledge management is delivering best in class communication experiences to targeted audiences and driving KPIs.
• Interpret data insights to identify knowledge needs and determine whether new knowledge articles must be created, or existing knowledge articles can be updated.
• Use data to identify and archive rarely accessed knowledge base articles.
• Use data to surface opportunities to improve related communications processes that leverage knowledge articles.
• Partner with AccelerEd as the primary UMGC business owner in the modernization of the existing Salesforce knowledge base from the “classic” platform to launching and maintaining the Lightning experience.
• Assign knowledge article edits to subject matter experts in various UMGC departments.
• Track the lifecycle of knowledge development, ensure knowledge base articles are consistent in format, voice and tone, and report knowledge base updates to the departmental business leaders.
• Work closely with the UMGC project management office and AccelerEd on project roll outs and software upgrades to ensure proper service transition documentation is completed and knowledge articles are created.
• Gather data on knowledge base user experience and make recommendations for improvement for staff and students.
• Increase customer satisfaction with online self-help tools; increase accuracy and efficiency for staff providing information to students to reduce mis-advisements.

Knowledge Management and Student Communications Specialist

Communications Platform Enablement Manager

Communications Manager

Senior Director, Integrated Marketing, Brand & Communications

Global Communications Lead

Internal Communications Consultant