Knowledge Management and Student Communications Specialist

University of Maryland Global Campus (UMGC) seeks a Knowledge Management and Student Communications Specialist in the Office of Student Affairs. Reporting to the Senior Director of Student Communications, the role involves overseeing the delivery and governance of UMGC's knowledge management program, including the Salesforce knowledge base. Responsibilities include collection of analysis and data, development of knowledge management strategies and style guide, implementation of processes, tools, workflows, reporting and analytics, and leveraging student communications standards.

This role also assists in fulfilling student communications needs and contributing to a holistic student-centric multi-channel communications strategy.

Key Accountabilities

• Curation, final editing, oversight, and governance of knowledge management processes.
• Leverage UMGC student communications standards for knowledge base management.
• Evaluate data to ensure effective communication experiences and drive KPIs; interpret insights for article creation or updates.
• Partner with AccelerEd for Salesforce knowledge base modernization.
• Assign and track knowledge article edits; ensure consistency in format, voice, and tone.
• Work with project management on rollouts and upgrades for documentation.
• Gather user experience data and recommend improvements.
• Increase customer satisfaction with self-help tools and staff efficiency.

Responsibilities

• Establish content strategy for knowledge base articles.
• Create and maintain a style guide for articles.
• Lead content reviews for accuracy.
• Establish and sustain knowledge management governance.
• Interact with partners to document procedures.
• Design Salesforce workflows for article management.
• Collaborate to position articles for targeted audiences.
• Establish knowledge best practices.
• Identify and train subject matter experts.
• Verify and edit articles.
• Implement documentation standards.
• Establish metrics and dashboards.
• Develop feedback processes.
• Assist in student communications needs.
• Other duties as assigned.

Duty Statements

• Employees within 50 miles must work at university commencement.
• May require evenings, weekends, or holiday hours.

Required Education and Experience

• Bachelor's degree in relevant field.
• CKM certification.
• 3-5 years of experience in knowledge management.
• Experience in chatbot integration and process design.
• Proven project management and communication skills.
• Strong analytical and interpersonal skills.

Preferred Education and Experience

• Master's degree preferred.
• 5+ years of experience.
• 3+ years with Salesforce.
• Experience with international partners and multi-channel communications.

All submissions should include a cover letter and resume. UMGC is an equal opportunity employer.

Benefits Package Highlights

• Generous time off, comprehensive health coverage, insurance options, flexible spending accounts, retirement plans, and tuition remission.

Hiring Range

$85,000.00 - $100,000.00