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Documentation, Training and Outreach Specialist


Apply now Job no: 508595
Position Type: Staff
Location: Boston Main Campus - Eligible for Alternative Work Location
Categories: Information Technology Services

About Northeastern:

Founded in 1898, Northeastern is a global research university and the recognized leader in experience-driven lifelong learning. Our world-renowned experiential approach empowers our students, faculty, alumni, and partners to create impact far beyond the confines of discipline, degree, and campus.

Our locations—in Boston; Charlotte, North Carolina; London; Portland, Maine; San Francisco; Seattle; Silicon Valley; Toronto; Vancouver; and the Massachusetts communities of Burlington and Nahant—are nodes in our growing global university system. Through this network, we expand opportunities for flexible, student-centered learning and collaborative, solutions-focused research.

Northeastern’s comprehensive array of undergraduate and graduate programs— in a variety of on-campus and online formats—lead to degrees through the doctorate in nine colleges and schools. Among these, we offer more than 195 multi-discipline majors and degrees designed to prepare students for purposeful lives and careers.

 

About the Opportunity:

The newly created Academic & Research Technologies unit at Northeastern University, which includes the Academic Technologies (AT), Research Computing (RC), Communication Infrastructure (CI) and Systems & Cloud Services (SCS) teams, seeks a motivated, self-starting individual to be a member of our dynamic team as a Documentation, Training and Outreach Specialist (DTOS).

In particular, the successful candidate will be a key link between the AT and RC teams and both the teaching and research communities at NU, including faculty and students across a broad range of departments and disciplines, in order to help them understand and utilize resources provided by AT/RC for their teaching and research.

The DTOS will be responsible for documenting, training and coordinating communications around existing and future ART services. This important coordination role will allow for knowledge lead staff throughout the ART teams to participate in the documentation and training pipeline while keeping communications coherent and professional, to increase adoption and more efficient utilization of university resources.

A key requirement for this role is the ability to translate complex, technical information about the ART services and resources into approachable and instructional content for a variety of internal and external stakeholders. The DTOS will craft, maintain, and update a broad range of both administrative and user-facing technical documentation, including: user guides, best practices, architectural diagrams, release notes, and knowledge base articles related to the different ART service catalogs. The successful candidate will proactively engage with instructors and researchers across the university and organize informational and training sessions throughout the academic year, pulling in ART resources as needed.

In addition, the DTOS will help faculty on research proposals with all major funding agencies (NSF, NIH, US Government agencies, etc) to meet all computational resource and data management requirements as they pertain to RC systems and services.

This position is responsible for project management of documentation, messaging and content on the various ART websites, including but not limited to setting and meeting deadlines for content delivery, and communicating frequently with stakeholders and subject matter experts to generate and review content. All published content must capture the relevant technical detail while taking the target audience's comprehension into account.

 

Responsibilities:

Faculty Engagement

  • Interface routinely with instructors, technical staff, faculty, and students to gather information, interpret, and craft technical documentation 
  • Work directly with faculty as a resource for grant writing.
  • Participate in university events where faculty’s work and experience may be featured in order to identify gaps in ART services or use cases to showcase in blog posts or other content for ART or ITS sites.
  • Design, oversee, and analyze faculty and student feedback processes on AT/RC services

Partnership/Collaboration

  • Collaborate with management to set and iterate on documentation strategy and communication strategy.
  • Create a touchpoint between AT, RC, Research Application Support group and other departments within the ART area to increase alignment and leverage infrastructure and expertise throughout the division.
  • Collaborate with ITS Communications to refine a communications development workflow that keeps ART documentation and training services fresh and responsive to the university community while also staying in step with ITS communications strategy.
  • Collaborate with ART staff to help them think through the impact of service changes on faculty and students and be proactive about communication 

Training, Outreach and Documentation Strategy, Development, and Implementation

  • In collaboration with end-users and systems-facing AT and ITS staff, administer a registration platform that is responsive to end-user needs.
  • Contribute knowledge to the ART teams of technology, practices and trends in training, outreach and documentation.
  • Review data on the success of messaging to refine communication channels, processes and methods.

Documentation/Training

  • Create, maintain, and coordinate Service-Now knowledgebase documentation according to ITS standards.
  • Develop new and creative ways to engage the user community through documentation, workshops and community events. 
  • Develop, present, and maintain training sessions and workshops, relevant to RC services and resources.
  • Create and oversee communication, emails, announcements and other just-in-time messaging to users, faculty and students about AT and RC operations.

Team Operations

  • Oversee and develop the technical writing skills of junior staff and help service knowledge leads contribute their knowledge to KB and internal/public documentation efforts.
  • Hire, oversee, manage, and develop student staff assigned to communications and documentation tasks in every ART team
  • Actively communicate progress and participate in reviews with ART staff and senior management 
  • Demonstrate a commitment to ITS values of Accountability, Collaboration, Growth and Customer Service
  • Other relevant duties as assigned 

 

Qualifications:

  • At minimum, a Bachelor’s Degree, preferably in science or engineering (chemistry, physics, biology, etc.) is required.
  • Demonstrated strong individual writing skills.
  • Desire for continuous self-improvement and maintenance of skills through training.
  • Interface with senior management to develop a documentation strategy (e.g. user manuals, interface documentation, etc.)
  • 3+ years of experience in a role that includes substantial amounts of technical writing at a higher ed research institution
  • Graduate certificate or degree in technical writing or related disciplines.
  • Experience with organizational communications.
  • Excellent interpersonal skills.
  • Ability to clearly identify the teaching and research goals of faculty members and provide relevant communications to drive the adoption available technology solutions 
  • Curious by nature and unafraid of asking questions until you understand well-enough to teach someone else.
  • Demonstrable ability to translate technical jargon into approachable, accessible language
  • Experience with scientific research, or working in a research environment, preferably within computational science domains such as HPC, ML/AI, bioinformatics, or big data analytics.
  • Experience working with instructors, faculty, researchers and students to develop reference documentation.
  • Self-starter, with a proven track record for creativity and initiative, with first-rate written and verbal communication skills with a high attention to detail 
  • Experience prioritizing multiple projects and work streams in a fast-paced environment
  • Experience with WordPress or similar web-based content management system
  • Technical writing in universities or other research organizations
  • Technical writing for software documentation

 


Preferred Qualifications:

  •  2-4 years of Experience teaching and/or conducting research in higher ed is preferred.
  • M.S., EdD, or Ph.D. 
  • Experience with accessibility standards and creating accessible teaching and learning materials
  • Knowledge of service management and ITIL processes 
  • Experience in documenting internal or user-facing enterprise IT processes

 

Salary Grade:

 10

Additional Information:

A criminal background check is required for this position.

This position is eligible to work from an alternate location.

Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff.  Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion. 

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other  characteristic protected by applicable law.

To learn more about Northeastern University’s commitment and support of diversity and inclusion, please see www.northeastern.edu/diversity.

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