Job Description

ECCO Select is a talent acquisition and consulting company specializing in people, process and technology solutions. We provide the talent behind the technology enabling our clients to achieve their goals. For more information about ECCO Select, visit us at .

Position Title: Digital Adoption Analyst

The role is hybrid and must be based in Kansas City

The Digital Adoption Analyst is responsible for supporting organizational digital transformation by creating and maintaining documentation and training for custom software, while leveraging AI and Digital Adoption Platforms to enhance user experience and system efficiency. Key responsibilities include developing user guides, delivering training, utilizing AI for insights, managing DAPs, and ensuring compliance with industry standards.

This is a remote role resident in Kansas City.

Responsibilities:

Support digital transformation initiatives; create and maintain documentation and training for custom software applications. Leverage and integrate Artificial Intelligence (AI) and Digital Adoption Platform (DAP) solutions to enhance user experience, streamline training and support/problem resolution and improve overall system efficiency.

Systems Documentation:

• Develop and maintain system documentation, including user guides, process documentation, and troubleshooting manuals.
• Utilize AI tools to automate and update system documentation ensuring content is accurate, up-to-date, easy to understand and accessible for end users.

Training Development:

• Design and deliver training for users of custom software applications and self-service capabilities, ensuring training materials are comprehensive, user-friendly, and accessible.
• Utilize various forms of delivery for training and to enhance employees' understanding and effective use of digital/self-service tools.
• Tailor training materials to various user roles and proficiency levels, ensuring relevance and effectiveness.
• Leverage Digital Adoption Platforms to provide in-app guidance and training ensuring real-time user support.

AI-Driven Insights:

• Utilize AI tools (such as Embrace AI) to automate aspects of documentation creation, analyze usage patterns, and identify gaps where additional user support or documentation is needed.
• Execute the use of AI-driven content generation, predictive analytics, and user behavior analysis to improve the effectiveness and efficiency of support.
• Support deployment of AI-powered support tools, such as chatbots and virtual assistants, to assist with routine queries and system navigation.

Digital Adoption Platforms (DAP):

• Assist in management of DAPs (such as User Pilot) to enhance user onboarding, guide users through complex processes, and ensure that training materials are integrated into the user experience.
• Enhance user adoption, build interactive guides, and deliver in-app training and support via DAP.

Knowledge Management:

• Maintain a centralized knowledge base within Atlassian-based products, leveraging AI-driven search and recommendation engines to ensure users can easily access relevant information.
• Maintain comprehensive self-service solutions, such as knowledge bases, FAQs, and instructional materials to empower users.

Other:

• Provide first-line support to users experiencing technical issues with custom software applications.
• Use AI and DAP analytics to track user engagement with documentation and training materials, collecting feedback to continuously improve content quality and user experience.
• Regularly gather feedback from users to refine documentation, training materials, and support processes.
• Work closely with IT teams for user needs.
• Ensure all documentation and training adhere to industry standards.

Qualifications:

• Strong knowledge and experience with AI tools and digital adoption platforms.
• Excellent understanding of enterprise systems (e.g., ERP, CRM, SaaS platforms) and ability to document and train others on their usage.
• Strong project management skills with the ability to prioritize tasks and manage multiple projects concurrently.
• Proven ability to deliver high-quality training programs and technical documentation to diverse audiences.
• Excellent communication, presentation, and interpersonal skills
• Analytical mindset, with the ability to leverage data to improve processes and training effectiveness.
• Experience with tools such as Jira, Confluence, MS Office, and other project management or documentation platforms
• Experience implementing AI-driven learning and support solutions.

Education/Certs:

Required: Bachelor’s degree in information technology, Business, Computer Science or relevant experience

Desired: Certification in AI, digital adoption platforms, or relevant technologies

ECCO Select is committed to hiring and retaining a diverse workforce. Our policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. Veterans of our United States Uniformed Services are specifically encouraged to apply for ECCO Select opportunities.

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