Knowledge Management Specialists

Knowledge Management Specialists

Bookmark this Posting Print Preview | Apply for this Job

Please see Special Instructions for more details.

This is a local recruitment. Out of area candidates will be responsible for travel costs for final in-person interviews and for moving costs, if selected. The candidate will also need to be available to travel to Salt Lake City within 5-7 days of notice for final in-person interviews.

Required documents to upload:

Announcement

 Details 

Open Date  | 07/06/2026
Requisition Number  | PRN45530B
Job Title  | Knowledge Management Specialists
Working Title  | Answer U Knowledge Management Cdr
Career Progression Track  | P00
Track Level  | P3 - Career, P2 - Developing
FLSA Code  | Computer Employee
Patient Sensitive Job Code?  | No
Standard Hours per Week  | 40
Full Time or Part Time?  | Full Time
Shift  | Day
Work Schedule Summary  | Monday-Friday, 8am-5pm
VP Area  | Academic Affairs
Department  | 00790 - Marriott Library - Operations
Location  | Campus
City  | Salt Lake City, UT
Type of Recruitment  | External Posting
Pay Rate Range  | $55,000 - $68,000
Close Date  | 08/30/2026
Priority Review Date (Note - Posting may close at any time)  | 07/15/2026

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 belonging. We welcome applications from candidates of all backgrounds, including those who may not have followed a traditional educational or professional path.

This position is not eligible for work visa sponsorship.
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.
Minimum Qualifications  | EQUIVALENCY STATEMENT: 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor’s degree = 4 years of directly related work experience).
Department may hire employee at one of the following job levels:
Knowledge Management Specialist, II: Requires a bachelor’s (or equivalency) + 4 years or a master’s (or equivalency) + 2 years of directly related work experience.
Knowledge Management Specialist, III: Requires a bachelor’s (or equivalency) + 6 years or a master’s (or equivalency) + 4 years of directly related work experience.

Preferences  | Preferred qualifications include experience supporting or administering AI chatbots or CRM systems (such as EAB Navigate), along with the ability to analyze user interaction data to inform service improvements and a familiarity with higher education or library environments. Candidates should demonstrate strong organizational and documentation skills, the ability to collaborate across departments and communicate effectively with stakeholders, experience with user experience assessment methods, and comfort providing training and support to front-line staff.
The duties, qualifications, and preferences listed in this posting are intended to give applicants an understanding of the role we are seeking to fill and the types of skills, experience, and education that may have prepared someone to be effective in this role. We do not expect any candidate to be a perfect match for this list or to perform all of the duties with equal proficiency on day one. In your resume and cover letter, please highlight the most relevant qualifications you would bring to this position based on the posting, and tell us how your background, perspective, and experience will help us fulfill our mission and meet our goals.
Type  | Benefited Staff
Special Instructions Summary  | All applications received by July 15, 2026 will receive full consideration.
This is a local recruitment. Out of area candidates will be responsible for travel costs for final in-person interviews and for moving costs, if selected. The candidate will also need to be available to travel to Salt Lake City within 5-7 days of notice for final in-person interviews.

Required documents to upload: Resume List of 3 Professional References Optional documents to upload:Cover Letter
Additional Information  | The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.

This position may require the successful completion of a criminal background check and/or drug screen.

The University of Utah values candidates who have experience working in settings with students and possess a strong commitment to improving access to higher education.

Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.

Consistent with state and federal law, the University of Utah does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.

To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Title IX (OEO). More information, including the Director/Title IX Coordinator’s office address, electronic mail address, and telephone number can be located at the: University of Utah Non‑Discrimination page.

Online reports may be submitted at https://oeo.utah.edu

https://publicsafety.utah.edu/safetyreport/ This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.

As per University of Utah policy 5-108: Transfer of Benefits Eligible Staff Members, a new hire to the University of Utah who is still serving a 12 month probationary period will not be hired into another University of Utah job (a transfer) until the successful completion of the probationary period.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

Applicant Documents

 University Human Resource Management 
 250 East 200 South, Suite 125 Salt Lake City, UT 84111
 Contact us: (801) 581-2169 By Email: [email protected]