About Us Georgia Tech prides itself on its technological resources, collaborations, high-quality student body, and its commitment to building an outstanding and diverse community of learning, discovery, and creation. We strongly encourage applicants whose values align with our institutional values, as outlined in our Strategic Plan. These values include academic excellence, diversity of thought and experience, inquiry and innovation, collaboration and community, and ethical behavior and stewardship. Georgia Tech has policies to promote a healthy work-life balance and is aware that attracting faculty may require meeting the needs of two careers. About Georgia Tech Georgia Tech is a top-ranked public research university situated in the heart of Atlanta, a diverse and vibrant city with numerous economic and cultural strengths. The Institute serves more than 45,000 students through top-ranked undergraduate, graduate, and executive programs in engineering, computing, science, business, design, and liberal arts. Georgia Tech's faculty attracted more than $1.4 billion in research awards this past year in fields ranging from biomedical technology to artificial intelligence, energy, sustainability, semiconductors, neuroscience, and national security. Georgia Tech ranks among the nation's top 20 universities for research and development spending and No. 1 among institutions without a medical school. Georgia Tech's Mission and Values Georgia Tech's mission is to develop leaders who advance technology and improve the human condition. The Institute has nine key values that are foundational to everything we do: 1. Students are our top priority. 2. We strive for excellence. 3. We thrive on diversity. 4. We celebrate collaboration. 5. We champion innovation. 6. We safeguard freedom of inquiry and expression. 7. We nurture the wellbeing of our community. 8. We act ethically. 9. We are responsible stewards. Over the next decade, Georgia Tech will become an example of inclusive innovation, a leading technological research university of unmatched scale, relentlessly committed to serving the public good; breaking new ground in addressing the biggest local, national, and global challenges and opportunities of our time; making technology broadly accessible; and developing exceptional, principled leaders from all backgrounds ready to produce novel ideas and create solutions with real human impact. The Administrative Services Center (ASC) is a deliverable of the AdminX initiative. The ASC partners with local and central units to provide efficient and consistent support for administrative operations across the Institute. The ASC will serve as the ¿front door¿ for all HR inquiries and transaction initiation. Job Summary Serve as point of contact for applications with customers, partners, and internal development team. Responsible for identifying and translating high-level business requirements into technical feature requirements for developers and ensuring the requirements are implemented correctly. Provide user training and support through scheduled sessions with customers and multimedia documentation to accompany the supported applications. This position will interact on a regular basis with: Department leadership, management, and staff, and Institute staff. This position typically will advise and counsel: Department leadership, management, and staff, and Institute staff. This position will supervise: N/A. Responsibilities Job Duty 1 - Participate in customer meetings to identify application development opportunities and priorities. Job Duty 2 - Gather high-level business requirements from customers and translate them into technical feature requirements for developers. Job Duty 3 - Recommend possible user experience (UX) solutions for customer-identified needs in supported applications. Job Duty 4 - Coordinate project development, review, and testing process and assign/adapt developer workload as required. Job Duty 5 - Provide developers feedback and ensure that feature requirements are implemented correctly. Job Duty 6 - Lead and participate in formal and informal application training and support. Job Duty 7 - Create, update, and manage all department documentation and media (e.g. user guides, video tutorials, knowledge bases, etc.) for supported applications. Job Duty 8 - Respond to user inquiries related to supported applications. Job Duty 9 - Perform other related duties as assigned. Required Qualifications Educational Requirements Bachelor's degree in Engineering, Computer Science, Business, Marketing, or related field, or equivalent combination of education and experience. Other Required Qualifications Valid Georgia Driver's License May be required to lift up to 50 lbs., stand and/or walk for extended periods and work on ladders and lifts; may be exposed to extreme weather conditions, hazardous materials, fumes, dust/sawdust, noise, inadequate or poor quality lighting; serve on a regular evening duty rotation; may require some intermittent and evening hours. Position requires ability to pass a drug/alcohol screening. Required Experience Two to three years job-related experience. Preferred Qualifications Additional Preferred Qualifications Certified ScrumMaster (CSM). Preferred Educational Qualifications Technical Diploma, Associate Degree, or two years college course work Preferred Experience Eight years of job related experience Preferred Qualifications * Proven experience in Knowledge Management with a focus on service desk support and knowledge content development. * Strong ability to design, develop, and maintain knowledge articles and documentation, ensuring alignment with organizational goals. * Experience in managing site content, ensuring professional presentation, organization, and workflow capabilities. * Proficiency in reconfiguring ServiceNow Knowledge Management, with experience in role-based tools for content creation, storage, and publication. * Skilled in developing taxonomy for knowledge base articles to enhance service categorization and accessibility. * Ability to analyze data and user feedback to make informed recommendations for new content development and improvements. * Experience in training and guiding content authors, ensuring consistent and accurate content publishing and tagging. Knowledge, Skills, & Abilities ABILITIES This job requires excellent organizational skills; and ability to facilitate cross-functional teams. Ability to influence, negotiate, and resolve conflicts to reach consensus and common goals by applying a hands-on style and collaborating effectively with peers. Able to present and discuss strategies and complex information in a manner that establishes rapport, persuades others, and gains understanding. Able to transfer knowledge of applying lean and continuous improvement concepts to others. Able to communicate effectively orally and in writing. Track record of managing successful projects to completion. Able to manage duties in a fast-paced work environment. Self-starter and motivated by challenge. KNOWLEDGE This job requires knowledge management experience. SKILLS This job requires excellent communication skills, both written and verbal, with an attention to detail; experienced working in an agile development environment; effective and persuasive communications; leading meetings and making presentations; problem solving with a positive attitude. Specialized skills preferred: Ability to create multimedia documentation. USG Core Values The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct. Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653. Equal Employment Opportunity The Georgia Institute of Technology (Georgia Tech) is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for all. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, Georgia Tech provides equal opportunity to all faculty, staff, students, and all other members of the Georgia Tech community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services. Georgia Tech complies with all applicable laws and regulations governing equal opportunity in the workplace and in educational activities. Georgia Tech prohibits discrimination, including discriminatory harassment, on the basis of race, ethnicity, ancestry, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions. This prohibition applies to faculty, staff, students, and all other members of the Georgia Tech community, including affiliates, invitees, and guests. Further, Georgia Tech prohibits citizenship status, immigration status, and national origin discrimination in hiring, firing, and recruitment, except where such restrictions are required in order to comply with law, regulation, executive order, or Attorney General directive, or where they are required by Federal, State, or local government contract. More information on these policies can be found here: https://www.usg.edu/policymanual/section6/c2714 Board of Regents Policy Manual | University System of Georgia (usg.edu). Other Information This is not a supervisory position. This position does not have any financial responsibilities. This position will not be required to drive. This role is not considered a position of trust. This position does not require a purchasing card (P-Card). This position will not travel This position does not require security clearance. Background Check Successful candidate must be able to pass a background check. Please visit http://policylibrary.gatech.edu/employment/pre-employment-screening Other Information Work Location: Hybrid; Salary: $63,158 - $73,015