The Software Training and Documentation Coordinator will support the CRM(Customer Relationship Management) and Application Teams within Information Technology Services as well as other internal partner technology teams with documentation, end-user training, and business process analysis. This position will serve in a key role to ensure new and existing functionality is rolled out successfully to end users.
Work with technical teams and University departments to create training documentation, job aids, videos, and curate training links for these roles. Update documentation as needed.
Partner with University departments and external implementation partners, if applicable, to teach the software capabilities of key administrative systems including Salesforce, Banner, and DegreeWorks.
Deliver training sessions.
Create a knowledge base for training materials.
Partner with vendors to receive and distribute information on new features, webinars or training.
Learn key business processes utilized by University departments for the purpose of understanding their use of key software tools; assist departments with how to best use the software to accomplish their needs.
Discuss departmental needs or concerns with the software with ITS or EMSIT.
Embed into user groups, encourage users to submit articles, job aids, or links to training, and distribute to all users.
Connect users to experts at the institution who can resolve emerging problems or challenges and provide general training on their role.
Lead and coordinate the development and deployment of training documentation and training sessions. Ensure that training delivery is aligned with overall project plans, coordinating with ITS and academic/departmental staff and leadership.
Provide accurate time estimates for tasks and identify key dependencies for training tasks.
Track open issues and concerns.
Raise key issues and concerns to project leadership and supervisor.
Stay current with relevant advances in technologies. This can include on-the-job training, attending technical courses or conferences, reading, research, and testing.
Demonstrate skill development by participating in growth opportunities for continuous development and applying new skills/knowledge to the job as evidenced by effectively performing assigned duties and meeting or exceeding customer expectations.
Effectively utilize creative problem solving skills, interpersonal and communication skills, resulting in effective collaboration and project completion.
Bachelor's degree or equivalent combination of education and experience
Experience in writing or updating job aids, instructional materials, training documents, etc. for software or technology systems
Excellent oral/written communication skills
Higher education experience, specifically within student services or advising settings
Experience with Banner, DegreeWorks, Salesforce, and/or WebFocus
Experience conducting training sessions or writing online training materials
2-3 years experience preferred (less for underfill)
This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.
This position will be remote-only through at least April 2021, although occasional visits to campus may be required (eg, to pick up hardware).
The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks. Background checks are performed in compliance with the Fair Credit Reporting Act.
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.