Answer U Knowledge Management Cdr

The Chronicle Of Higher Education, Inc.; Salt Lake City (UT); On-site; USD 60,000 - 90,000; Full time

Job summary

University of Utah is seeking a Knowledge Management Coordinator to support the student-facing AI chatbot and the Marriott Library chat system. You will maintain knowledge bases, update content, and align digital tools with student support needs across campus.

Responsibilities include assisting with CRM workflows, front-desk support, user assessments, and continual service improvements in collaboration with library leadership.

Qualifications

• 1 year of higher education can substitute for 1 year of directly related work experience.
• Knowledge Management Specialist II requires a bachelor's (or equiv) +4 years or a master's (or equiv) +2 years of related work experience.
• Knowledge Management Specialist III requires a bachelor's (or equiv) +6 years or a master's (or equiv) +4 years of related work experience.

Responsibilities

• Support delivery, performance, and improvement of the university's student-facing AI chatbot.
• Maintain and update chatbot knowledge bases to ensure accuracy and alignment with policies.
• Manage the Marriott Library chat service platform and assist frontline staff with training and troubleshooting.
• Support CRM software for Answer U services and maintain resource guides and workflows.

Skills

Communication

Documentation

Collaboration

Training

Education

Bachelor's degree

Master's degree

Tools

EAB Navigate

CRM systems

Job description

Answer U Knowledge Management Cdr

Job Summary

Knowledge Management Coordinator supports the university's student success ecosystem by ensuring students receive clear, accurate, and timely information through the University of Utah's AI chatbot and the Marriott Library's chat platform. This role maintains and enhances both systems, keeps knowledge bases current, and aligns digital tools with the evolving needs of students seeking support across campus. It also supports the library's use of CRM tools for Answer U, a university-wide initiative housed in the library that provides a clear and accessible entry point for student support. Answer U connects students to academic, administrative, and personal resources as part of the Student Experience Project, which aims to reduce fragmentation and improve student success. In collaboration with library leadership, the coordinator conducts user assessments, observes service environments, and occasionally staffs front desks to better understand student needs and trends, using these insights to refine documentation, improve services, and strengthen support models.

This position requires full‑time on‑campus work. Telecommuting will only be authorized for occasional/exceptional circumstances.

We seek qualified applicants who bring perspectives and experience that will enrich and strengthen our organization and enhance our commitment to access and belonging. We welcome applications from candidates of all backgrounds, including those who may not have followed a traditional educational or professional path. This position is not eligible for work‑visa sponsorship.

Responsibilities

University Student Chatbot Support

• Collaborate with the Office of Undergraduate Studies to support delivery, performance, and continual improvement of the university's student‑facing AI chatbot.
• Propose and integrate new features, content, or referral pathways as student needs evolve.
• Maintain and update the chatbot's knowledge base to ensure accuracy, clarity, and alignment with current university policies and resources.
• Analyze chatbot interactions to identify gaps, emerging trends, and opportunities to enhance automated student support.

Library Chat System Administration

• Manage the Marriott Library's chat service platform, ensuring it is reliable, responsive, and user‑friendly.
• Support front‑line staff in using the chat system effectively, including training, documentation, and troubleshooting.
• Monitor chat traffic patterns and service quality to identify areas for improvement.

Answer U Systems and Documentation Support

• Support EAB Navigate CRM software for Answer U services.
• Maintain and update resource guides, service documentation, and internal navigation tools.
• Collaborate with the Answer U Manager to design workflows and refine referral pathways.
• Ensure accuracy and consistency of information across systems.
• Contribute to the development and maintenance of shared student‑support knowledge bases.

User Experience Assessment and Feedback

• Conduct regular user assessments—incl. chatbot reviews, chat transcripts, and in‑person observations—to evaluate service quality and identify unmet needs.
• Provide actionable insights and recommendations to departments and library leadership.
• Track and share trends related to student questions, campus navigation challenges, and resource gaps.

Front Desk Engagement and Student Landscape Monitoring

• Work occasional shifts at library front desks (e.g., peak weeks, start of semester).
• Understand how students navigate campus and library systems.
• Gather insights that inform system improvements.
• Use observations to help shape improvements to student support systems, chat platforms, and service workflows.

Continuous Improvement and Collaboration

• Identify opportunities with the Office of Undergraduate Studies to streamline digital and in‑person support tools for a more cohesive student experience.
• Participate in cross‑unit discussions and working groups to align service delivery across campus.
• Contribute to pilot projects, system upgrades, and technology evaluations related to student support.

Minimum Qualifications

• EQUIVALENCY STATEMENT: 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor's degree = 4 years of directly related work experience).
• Department may hire employee at one of the following job levels:
• Knowledge Management Specialist, II: Requires a bachelor's (or equivalency) + 4 years or a master's (or equivalency) + 2 years of directly related work experience.
• Knowledge Management Specialist, III: Requires a bachelor's (or equivalency) + 6 years or a master's (or equivalency) + 4 years of directly related work experience.

Preferences

Preferred qualifications include experience supporting or administering AI chatbots or CRM systems (such as EAB Navigate), the ability to analyze user interaction data to inform service improvements, familiarity with higher education or library environments, strong organizational and documentation skills, the ability to collaborate across departments and communicate effectively with stakeholders, experience with user experience assessment methods, and comfort providing training and support to front‑line staff.