User Support Project Specialist

User Support Project Specialist      
Pay Level: UN 3/9

SUMMARY
Perform a variety of project management & administrative duties to help ensure that field staff and volunteers are properly trained in tools and applications necessary for Cru ministry.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
▪     Coordinate and lead projects, as assigned by Director of User Support, to help ensure that field staff and volunteers are properly trained in tools and applications necessary for Cru ministry.
▪       Interact with Application (aka “app”) Owners, App Champion(s), and Digital Strategist(s) to coordinate meeting user support needs (as apps change or are added).  Interact with leadership within Digital Strategies as well as Cru ministry leadership (outside of Digital Strategies).
▪       Maintain up-to-date database of App Guides, Trainers, Super Trainers and Digital Strategists and National Directors of Operations (for each region/ministry).
▪       Coordinate outgoing communication efforts with pertinent users, trainers, guides, Super trainers, App owners, App Champions, and Digital Strategists.
○  Develop a communication strategy
○  Implement a communication strategy
○  Periodically review this communication strategy to maximize effectiveness
▪       Coordinate incoming communications with App Development team(s) and other internal team members to forward and prioritize suggestions for changes and enhancements while also staying up to date with bugs that are fixed and new enhancements to be released.
▪       Manage knowledge base (aka “KB”) associated with Apps.
○  Consolidate KB content from other current sources (Campus Wiki, outdated ITG tech help site(s), etc).
○  Coordinate with Web & Social Media team to avoid redundancies with StaffWeb KB
○  Create content about specific features of apps
○  Create new and edit existing how-to videos for apps or specific features of apps
▪       Coordinate with the App Champion(s) and App Owners(s) to meet needs for training users, guides, trainers, etc. as necessary, including leading training as necessary.
▪       Work closely with App Marketing Team to help with determine and implement marketing strategy.
KNOWLEDGE OF:
▪       Modern office practices, procedures and equipment.
▪       Correct English usage, grammar, spelling, punctuation and vocabulary, editing and proofing skills
▪       Oral and written communication skills
▪       Ministry organization, operation, policies and objectives
▪       Interpersonal skills using tact, patience and courtesy
▪       Principles and practices of training
▪       Intermediate knowledge of personal computer operation, including word processing, spreadsheets, and database management
▪       Intermediate knowledge of web page design principles and practices
▪       Intermediate knowledge of video creation and editing principles and practices
▪       Basic Internet research methods
ABILITY TO:
▪       Interact well with customers/users and demonstrate good people skills
▪       Perform superior customer service
▪       Communicate effectively both orally and in writing.
▪       Demonstrate proficiency in the following types of software: Video Editing, Web Design, Office Productivity Software
▪       Establish and maintain cooperative and effective working relations with others.
▪       Learn, apply and explain policies, procedures, rules, and regulations.
▪       Analyze situations accurately and determine an effective course of action.
▪       Plan and organize work.
▪       Work confidentially with discretion.
▪       Facilitate progress on assigned projects where other staff are contributors or consultants
▪       Work independently with little direction or supervision
▪       Read and write in English
▪       Make formal presentations to a variety of groups
▪       Do mathematical calculations

▪       Use personal computer with professional grade software and other normal office equipment.

▪       Maintain accurate records and files
▪       Perform tasks with appropriate level of attention to detail
▪       Travel within the United States

EDUCATION and/or EXPERIENCE:
Bachelor’s degree needed or equivalent training and experience plus 1-3 years experience.