Provide support for end users of IT services at Miami University through serving as the knowledge management process owner and member of the IT Communications team.
Serve as a member of the IT Communications team.
Assist with strategic communication planning
Develop and manage IT Services’ social media presence
Write and edit communications for a variety of media including newsletters, web sites, social media, and others
Respond to ad hoc demands arising as result of service outages and/or the change process
Participate in the creation of communication templates, standards, and guidelines for use in divisional communications
Represent IT Services via presentations, resource fairs, and other in-person events
Participate as a communications resource on project teams and other ad hoc groups, as assigned.
Serve as knowledge management process manager.
Manage divisional knowledge management processes including documentation, awareness, continuous improvement, and training
Define, review, and take action on key performance indicators for the knowledge management process
Work with Service Owners to ensure knowledge articles are up to date, accurate, and address end-user needs
Work with internal documentation standing team to manage and review appropriate processes.
Actively promote a customer-oriented approach throughout IT Services.
Participate in professional development activities.
May teach one credit bearing course per semester on an as-needed basis and with divisional approval
Bachelor’s Degree in public relations, strategic communications, journalism, marketing, technical communications, or related field earned by date of hire
Two to four years’ experience as a communications professional.
Any equivalent combination of education and/or experience providing the knowledge/skills/abilities listed above may be substituted. Experience in these knowledge/skills/abilities may be earned concurrently.
Experience with strategic communication planning
Strong ability to communicate clearly and appropriately to technical and non-technical audiences using a variety of media including both traditional and social channels
Facile with communication tools like Adobe Creative Suite, HTML, web content management systems, PowerPoint (or other presentation tool), social media tools, and digital image management
Comfortable speaking in public
Ability to work in a team environment
Experience with maintaining an online knowledge base
Customer service skills
Knowledge of Google Analytics
Familiarity with ITIL (IT infrastructure Library) process management
Familiarity with information technology
Miami University, an equal opportunity/affirmative action employer with smoke- and tobacco-free campuses, is committed to a multicultural environment and strongly encourages applications from minorities, females, veterans and individuals with disabilities.