Documentation and Analytics Specialist - Online Division

Primary Responsibilities /Accountabilities/ Essential

Functions: 1. Maintain and improve the department’s internal and external training and support resources. 2. Communicate with various departments regarding different sites, resources, and processes to ensure proper documentation. 3. Create tutorials, videos, and extensive resources to be utilized internally by Technical Support Technicians and externally by students. 4. Utilize Airtable to track and resolve requests and bug reports from internal and external users. 5. Tests upgrades to ensure no unintended disruption of functionality. 6. Develops recommendations for application enhancements using comprehensive reporting and results of trend analysis identifying user issues. 7. Builds and maintains ownership of knowledge base for commonly encountered issues within support applications. 8. Pull relevant data and analytics. 9. Other duties as assigned. Equipment Used and Responsibility MS Office Suite Zendesk Products Canvas Products Airtable Supervisory Responsibilities Supervise and mentor a small team of student workers. Experience/ Education Bachelor’s degree preferred in business, computer science, instructional design, or any other related information technology field. Minimum of one year experience in developing and delivering technical training either to end users or technical support employees. An equivalent combination of education and relevant work experience and education may be substituted upon supervisor’s approval. Proficient with understanding of technology applications and business operational processes Must successfully pass a background check.

Physical Requirements: Sitting: 6-7 hours a day

Standing: 1-2 hours a day

Walking: 1-2 hours a day

Lifting: Occasionally

Carrying: Rarely

Pushing: Rarely

Bending: Rarely

Squatting: Rarely

Kneeling: Rarely

Climbing: Rarely

Reaching: Occasionally

Grasping: Frequently

Fine Eye to Hand Coordination: Continuously

Driving: Rarely

Work Environment: Work is performed remotely. Work may be subject to variations in temperature and weather, equipment noise and dust. At Grand Canyon Education, it is our privilege to serve students and those who support academic advancement. We lead educational transformation by developing superior ways to help schools grow and prosper. We provide transparent programs, intuitive online learning technologies and well-established academic models that promote student success and institutional growth. Employment is contingent upon the satisfactory outcome (as determined by the university) of pre-employment screening activities, including a background check. For assistance with your job application please use our External Candidate Job Application Guide. All staff candidates will be asked to review GCE’s staff expectations as part of the application process. Our partner in education, Grand Canyon University, is Arizona’s premier private Christian university. GCU serves traditional and online students by offering quality academic degree programs, experienced leadership and transformative learning experiences both on our growing campus and digitally.