Documentation and Analytic Specialist - Online Division - Grand Canyon University - Hybrid

Grand Canyon Education • Phoenix, AZ

11d • Remote

About The Position

The Documentation and Analytic Specialist maintains and improves internal and external training and support resources for the Online Division. The role coordinates with departments to document sites, resources, and processes; creates tutorials, videos, and other resources for Technical Support Technicians and students; and uses Airtable to track and resolve requests and bug reports. The specialist tests upgrades, analyzes trends and reporting to recommend application enhancements, maintains a knowledge base of common support issues, and pulls relevant data and analytics. The position also supervises and mentors a small team of student workers. Work is performed remotely.

Requirements

• At least one year of experience developing and delivering technical training to end users or technical support employees.
• Proficiency in understanding technology applications and business operational processes.
• Must successfully pass a background check.
• An equivalent combination of education and relevant work experience may be substituted with supervisor approval.

Nice To Haves

• Bachelor’s degree preferred in business, computer science, instructional design, or another related information technology field.

Responsibilities

• Maintain and improve internal and external training and support resources.
• Communicate with departments about sites, resources, and processes to ensure proper documentation.
• Create tutorials, videos, and resources for Technical Support Technicians and students.
• Use Airtable to track and resolve requests and bug reports from internal and external users.
• Test upgrades to identify unintended disruptions to functionality.
• Recommend application enhancements based on reporting and trend analysis of user issues.
• Build and maintain a knowledge base of commonly encountered issues within support applications.
• Pull relevant data and analytics.
• Supervise and mentor a small team of student workers.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level