Donor Communications Specialist
The Good Food Institute
Knowledge Management and Student Communications Specialist
UMGC Ventures
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $85,000 - $100,000 per year
Job Level
Entry Level
About the role
- 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.
Requirements
- An earned bachelor’s degree in information technology, Knowledge Management, Project Management, Computer Science, or related technical field of study from an accredited institution of higher learning.
- CKM (Certified Knowledge Manager) certification.
- 3-5 years of experience managing relevant knowledge management systems and databases, the development of knowledge articles, a style guide and establishing knowledge management governance.
- Relevant experience in chatbot integration, process design and efficient information architecture.
- Proven project management and prioritization skills.
- Excellent writing, interpersonal, and oral communication skills with a proven ability to write, edit and organize thoughts in a clear, concise, and well-organized manner.
- Strong understanding of editorial and communication concepts including message positioning, key copy points, and call to action for targeted audiences.
- Strong understanding of content management, tagging capabilities and leveraging technology to drive efficiency.
- Strong problem solving and analytical skills with a solutions-oriented approach.
- Demonstrated ability to build and manage strong cross-departmental relationships.
- Proven strategic perspective and experience formulating project plans that tie back to organizational and team objectives.
- Thrives in a fast-paced work environment and is agile to pivot when needed.
Benefits
- Generous Time Off: Enjoy 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 15 paid holidays (16 during general election years).
- Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date.
- Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance. Part-time employees working less than 0.5 FTE are not eligible for LTD.
- Flexible Spending Accounts: Available for medical and dependent care expenses.
- Retirement Plans: Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS).
- Supplemental Retirement Plans: include 401(k), 403(b), 457(b), and various Roth options. The university does not provide matching funds.
- Tuition Remission: Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
knowledge managementdata analysischatbot integrationprocess designinformation architectureproject managementcontent managementstyle guide developmentknowledge article developmentgovernance
Soft skills
writinginterpersonal communicationoral communicationproblem solvinganalytical skillsrelationship buildingstrategic thinkingprioritizationagilitycustomer satisfaction
Certifications
CKM (Certified Knowledge Manager)
