Knowledge Management Specialists

Department: 00790 - Marriott Library - Operations 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. 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 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 belo…