IT User Support, Training, and Documentation Specialist

IT User Support, Training, and Documentation Specialist

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University Information Technology Services(UITS) within the University of Arizona is seeking IT User Support, Training, and Documentation Specialist. Reporting to Director, Implementation Services for the Trellis CRM program, the IT User Support, Training, and Documentation Specialist will provide support for technical issues, as well as create, deliver, and manage documentation and training in Trellis Program portfolio. As an IT User Support, Training, and Documentation Specialist, you will manage and respond to support requests, create and provide online training, and develop instructional and technical documentation for end-users and IT professionals on campus. As a part of a team committed to user-centered design, you will develop and implement training and documentation in alignment with end-user needs.

• Manage, respond to, and triage tickets in support of the CRM capabilities.
• Interpret end-user needs and technical team knowledge, and translate this into a language that end users can internalize and use.
• Design, develop, implement, and maintain training materials and experiences to support the implementation of new technologies to the user community and to support the onboarding of new end-users over time.
• Develop, present, manage, and archive technical documentation for Trellis program products, to ensure a complete and comprehensible record for end users.
• Develop strategies and implement processes for continuous improvement of documentation and training, maximizing the value of end users’ technical learning and appropriate application of technologies.
• Collaborate with Trellis dev teams, end-users, and program team colleagues to ensure that training and documentation products are well aligned with technology development and that they easily integrate with end-user practices.