Answer U Knowledge Management Specialist

Application Link: https://utah.peopleadmin.com/postings/198100

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, equitable, 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 is required to work on campus full-time. Telecommuting will only be authorized for occasional/exceptional circumstances.

We seek qualified applicants who bring perspectives and experiences 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.

The University will not sponsor a work visa for this position.

Qualifications:

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.

Responsibilities:

University Student Chatbot Support:

· Collaborate with campus partners in the Office of Undergraduate Studies to support the 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:

· Supports EAB Navigate CRM software for Answer U services.

· Maintains and updates resource guides, service documentation, and internal navigation tools.

· Collaborates with the Answer U Manager to design workflows and refine referral pathways.

· Ensures accuracy and consistency of information across systems.

· Contributes to the development and maintenance of shared student-support knowledge bases.

User Experience Assessment and Feedback:

· Conduct regular user assessments-including 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.

Preferred Qualifications:

Preferred qualifications include experience supporting or administering AI chatbots or CRM systems (such as EAB Navigate), along with the ability to analyze user interaction data to inform service improvements and a familiarity with higher education or library environments. Candidates should demonstrate 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.

The duties, qualifications, and preferences listed in this posting are intended to give applicants an understanding of the role we are seeking to fill and the types of skills, experience, and education that may have prepared someone to be effective in this role. We do not expect any candidate to be a perfect match for this list or to perform all of the duties with equal proficiency on day one. In your resume and cover letter, please highlight the most relevant qualifications you would bring to this position based on the posting, and tell us how your background, perspective, and experience will help us fulfill our mission and meet our goals.

Application Link: https://utah.peopleadmin.com/postings/198100