LMS & Instructional Tech Coordinator

University of North Florida Alumni Association; Jacksonville (FL); On-site; USD 46,000 - 56,000; Full time

Job summary

The Coordinator, Instructional Support at the University of North Florida Alumni Association leads advanced end-user support for the university’s learning management system and supports other digital teaching platforms. The role develops documentation, tests changes, coordinates with vendors, and reports service metrics to ensure reliable online learning experiences on campus.

This on-campus position collaborates with faculty, students, and campus partners, supervising part-time staff and

Qualifications

• Master’s or Bachelor’s degree and 2+ years of relevant experience, or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219.

Responsibilities

• Provide tier-three support for the university learning management system and tier-one support for other university-supported digital teaching and learning platforms and services through phone, email, virtual, and in-person channels.
• Diagnose and resolve complex user and system issues; document troubleshooting activities and resolutions; maintain accurate records of work performed; and coordinate escalations with technical staff, vendors, and other support personnel.
• Supervise, train, schedule, and evaluate assigned part-time staff who provide end-user support for learning management system features and other digital platforms.
• Develop, implement, maintain, and continuously improve internal documentation, knowledgebase resources, processes, and procedures for supporting faculty, students, and OTL staff using assigned systems and services.
• Collaborate with the Coordinator Training and other Instructional Support colleagues to develop clear, accurate, consistent, and accessible end-user documentation and resources for multiple instructional systems.
• Develop and carry out plans for application upgrades and implementation of new learning management system functionality and related instructional software by testing new features, tools, integrations, and upgrades and validate results before or after release as appropriate.
• Coordinate with vendors, Information Technology Services, and campus partners on the implementation, support, troubleshooting, and improvement of tools and services integrated with the learning management system.
• Participate in university learning management system team meetings and relevant cross-functional projects and communicate system changes, support needs, risks, and operational impacts to appropriate stakeholders.
• Collect, analyze, and report support metrics, learning management system requests, recurring issues, service trends, and operational needs to Instructional Support leadership and use findings to recommend process and service improvements.
• Interpret and apply university policies, standards, and procedures; recommend procedures for the effective support of faculty and students; provide occasional evening or weekend virtual support with flextime; and maintain the confidentiality of student and faculty information in accordance with institutional policies and applicable laws.

Education

Master’s or Bachelor’s degree

Job description

The Coordinator, Instructional Support at the University of North Florida Alumni Association leads advanced end-user support for the university’s learning management system and supports other digital teaching platforms. The role develops documentation, tests changes, coordinates with vendors, and reports service metrics to ensure reliable online learning experiences on campus.

This on-campus position collaborates with faculty, students, and campus partners, supervising part-time staff and