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

Grand Canyon Education, Inc.; Phoenix (AZ); Remote; USD 55,000 - 75,000; Full time

Job summary

Grand Canyon University Inc. is seeking a Technical Training Specialist to develop and deliver training materials for students and staff. The role includes maintaining internal and external resources, creating tutorials and videos, and ensuring accurate documentation across sites and processes.

You will supervise a small team of student workers and use Airtable to track requests and bugs. A Bachelor’s degree and at least one year of training experience are preferred; background checks are

Qualifications

• Bachelor’s degree in business, computer science, instructional design, or related IT field.
• Minimum of one year experience developing and delivering technical training to end users or support staff.
• Proficient with understanding of technology applications and business operational processes.
• Experience with Zendesk, Canvas, or Airtable is preferred.
• Must pass a background check.

Responsibilities

• Maintain and improve the department’s training and support resources.
• Create tutorials, videos, and extensive resources for internal and external users.
• Supervise and mentor a small team of student workers.
• Use Airtable to track and resolve requests and bug reports.
• Test upgrades to ensure no disruption of functionality.
• Develop recommendations for application enhancements using trend analysis.
• Own and maintain the knowledge base for common issues in support applications.
• Pull relevant data and analytics.
• Work is performed remotely.

Skills

Technical training

Knowledge of processes

Data analysis

Education

Bachelor’s degree

Tools

MS Office Suite

Zendesk

Canvas

Airtable

Job description

**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.**Equipment Used and Responsibility**MS Office Suite Zendesk Products Canvas Products Airtable**Supervisory Responsibilities**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.**Physical Requirements:*** Sitting: 6-7 hours a day* Standing: 1-2 hours a day* Walking: 1-2 hours a day* Lifting: Occasionally* Carrying: Rarely* Pushing: Rarely* Bending: Rarely* Squatting: Rarely* Kneeling: Rarely* Climbing: Rarely* Reaching: Occasionally* Grasping: Frequently* Fine Eye to Hand Coordination: Continuously* Driving: Rarely* Work Environment: Work is performed remotely. Work may be subject to variations in temperature and weather, equipment noise and dust.