Staff Training Analyst — Knowledge & Support Lead

Ohio State University; Columbus (OH); On-site; USD 71,000 - 75,000; Full time

Benefits offered by this job

Comprehensive benefits

Job summary

Ohio State University is seeking a Buckeye Link Training Analyst in Columbus to develop and facilitate training for new staff and upskill existing staff, ensuring excellent service to students, families, alumni and staff. The role includes updating and maintaining an internal knowledge base and an external chatbot, acting as SME and advancing Buckeye Link operations.

The position collaborates with leadership to identify process improvements, coach counselors, and support policy enhancements that

Qualifications

• Bachelor's level degree or equivalent combination of education and experience.
• 4 years of progressive Buckeye Link experience is required.
• Thorough knowledge of federal, state, and university regulations, policies, and procedures.

Responsibilities

• Performs training needs assessment for new hires and current staff.
• On-boards, develops, and facilitates training for new hires and ongoing learning.
• Evaluates counselor job readiness post-training and supports those needing extra help.
• Maintains content in knowledge management system and updates chatbot content/Salesforce templates.
• Provides expert consultation and problem resolution support to staff and students.

Skills

Training development

Facilitation

Content creation

Knowledge management

Salesforce

Education

Bachelor's degree

Advanced degree desirable

Tools

Salesforce

Student Information System (SIS)

Job description

Ohio State University is seeking a Buckeye Link Training Analyst in Columbus to develop and facilitate training for new staff and upskill existing staff, ensuring excellent service to students, families, alumni and staff. The role includes updating and maintaining an internal knowledge base and an external chatbot, acting as SME and advancing Buckeye Link operations.

The position collaborates with leadership to identify process improvements, coach counselors, and support policy enhancements that