Employer job description

From Grand Canyon Education's posting. “We” and “our” refer to the employer.

Primary Responsibilities /Accountabilities/ Essential Functions:

1. Maintain and improve the department’s internal and external training and support resources.

2. Communicate with various departments regarding different sites, resources, and processes to ensure proper documentation.

3. Create tutorials, videos, and extensive resources to be utilized internally by Technical Support Technicians and externally by students.

4. Utilize Airtable to track and resolve requests and bug reports from internal and external users.

5. Tests upgrades to ensure no unintended disruption of functionality.

6. Develops recommendations for application enhancements using comprehensive reporting and results of trend analysis identifying user issues.

7. Builds and maintains ownership of knowledge base for commonly encountered issues within support applications.

8. Pull relevant data and analytics.

9. Other duties as assigned.

Supervise and mentor a small team of student workers.

Experience/ Education

Bachelor’s degree preferred in business, computer science, instructional design, or any other related information technology field.

Minimum of one year experience in developing and delivering technical training either to end users or technical support employees.

An equivalent combination of education and relevant work experience and education may be substituted upon supervisor’s approval.

Proficient with understanding of technology applications and business operational processes

Must successfully pass a background check.

Documentation and Analytic Specialist - Online Division - Grand Canyon University - Hybrid