LMS Tier 2 Admin

Technology at Arizona State University; Tempe (AZ); On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

Professional development opportunities

Tuition breaks for further education

Job summary

An educational technology organization is seeking an LMS Tier 2 Admin to support the Canvas Learning Management System. This role involves assisting faculty and students, maintaining knowledgebase articles, and developing training materials. The ideal candidate will have a Bachelor's degree, strong writing and communication skills, and experience in technology support. This on-site position requires 5 days in the office and emphasizes fostering a positive culture and team spirit.

Qualifications

• Must have a Bachelor's degree and 3+ years of relevant experience.
• Strong writing skills for knowledgebase article maintenance.
• Ability to model empathy in a team environment.

Responsibilities

• Support ASU's Canvas Learning Management System.
• Provide technology assistance to faculty and students.
• Deliver support via the ASU Experience Center.
• Develop training materials including self-help documents.
• Participate in testing and quality assurance for software.

Skills

Technology support

Strong writing and communication

Empathy and emotional intelligence

Troubleshooting

Customer Service

Education

Bachelor's degree

Tools

Canvas LMS

Salesforce

ServiceNow

Zoom

Job description

Overview

Enterprise Technology (ET) is at the forefront of developing IT platforms and tools that add value to the student experience. As part of the ET, the LMS Tier 2 Admin will contribute to the effective development, deployment and management of platforms that support Student Success Initiatives, Universal Learners, Smart Campus and many more technical initiatives for ASU. In addition to this opportunity, ET offers a fast-paced, energetic, technically rich environment with many opportunities for advancement.

The position of LMS Support for Enterprise Technology’s Learning Experience (LX) group is an exciting opportunity to innovate and define the student experience at ASU. The position entails support of ASU\'s Learning Management System and its growing number of integrated tools. Strong writing and communication skills are important for this role, as responsibilities include corresponding with faculty, staff, and students as well as drafting and maintaining knowledgebase articles. You will join a team of dedicated professionals who work hard to ensure a positive experience for students and faculty at ASU. This position is not eligible for a remote or hybrid work schedule, requirements include 5 days in office on site.

As with all members of the Enterprise Technology team, this role carries core responsibilities, including fostering a sense of belonging and cultivating a culture that is relational, visionary, and empowering. With a strong emphasis on authenticity and compassion, this position is dedicated to embodying and advancing our culture.

Salary: $50,000 per year

Minimum Qualifications:

Bachelor\'s degree and three (3) years of experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Job Profile Summary:

Provides routine and non-routine IT services to end users in order to support the mission of the institution through technology. Deploys enterprise managed tools that manage devices, deploys software and security updates of devices and applications across an enterprise, and updates documented processes.

• Provide technology support for faculty, students and staff using ASU\'s Canvas Learning Management System (LMS) and related teaching and learning tools, including various remote proctoring programs.
• Be a Course Administrator in ASU\'s Enterprise Canvas LMS environment
• Deliver Canvas LMS support via the ASU Experience Center, a 24x7x365 operation that utilizes incoming phone calls and live chats to provide support to the ASU community and outside entities
• Assist Tier 1 ASU Experience Center agents with Canvas related questions and handle escalations as needed
• Develop training materials including self-help documents, online tutorials, and other multimedia
• Remain current on Canvas and integrated/related tools
• Handle Canvas support tickets via ASU\'s CRM tools, ServiceNow and Salesforce
• Participate in testing and quality assurance for new upgrades to Canvas and related tools
• Manage assigned projects, meet deadlines and communicate with department and faculty stakeholders
• Recommend effective and creative uses of technology to enhance instruction for traditional, hybrid and online learning environments
• Perform other duties as assigned or directed
• Leverage AI in routine tasks and contribute ideas for using AI to improve the unit’s efficiency and overall performance.
• Take responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms.
• Collaborate across teams and actively participate in ET/ASU events and programs.

Desired Qualifications:

• Experience with Canvas LMS administration
• Experience using/supporting current learning management system technology (Canvas)
• Experience supporting publisher tools integrated into the LMS (e.g. Pearson MyLabs, Mc-Graw Hill Connect)
• Experience supporting users of Proctoring software (e.g. Respondus Monitor, Honorlock, etc)
• Experience working in a Help Center/Call Center/Customer Service environment
• Experience working in a higher education environment, supporting faculty and administration
• Experience in designing, developing, implementing and revising online courses and course materials in a higher education environment
• Experience in troubleshooting and supporting faculty and students with technology
• Experience in writing, proofreading and editing instructional materials
• Experience working with Salesforce, ServiceNow, Bomgar, or In-Contact
• Experience with video conferencing solutions (Zoom, etc)
• Ability to model empathy, compassion and emotional intelligence
• Experience working in a values-led organization, emphasizing diversity, equity, inclusion and belonging
• Ability to help foster a safe psychological space for all teammates where everyone can thrive
• Ability to stimulate changes in individual, institutional, and corporate behaviors to create a more sustainable environment
• Ability to lead by example in communicating, participating and encouraging support of the institution’s sustainability programs
• Demonstrated ability to model empathy, compassion, and emotional intelligence.
• Experience in a values-driven organization with a strong commitment to inclusion and belonging.
• Ability to cultivate a psychologically safe environment where all team members can thrive.
• Capacity to inspire and drive meaningful change in individual, institutional, and corporate behaviors to support a more sustainable environment.
• Commitment to leading by example through effective communication, active participation, and advocacy for the institution’s sustainability programs.
• Activities are performed in an environmentally controlled office setting. Use PC and use hand/fingers for repetitive motion (keyboarding/typing).
• Sit or stand for extended periods of time, Walk moderate distances to perform work.
• Effective communication and read/interpret written and oral instructions/directions.
• May require lifting of items weighing up to 40 pounds.
• Regular review of completed tasks.

Department Statement:

Enterprise Technology (ET) embraces its role as both an enabler and catalyst for advancing the vision and work of the New American University. We are a values-driven organization. Our commitments are reflected in all of the work we do in pursuit of operational excellence, the experience and delight of our community, and our strategic and innovation initiatives. Applicants must be eligible to work in the United States.

Join the team that sparks human-centered innovation

ET is a rapidly reconfigurable and entrepreneurial organization at ASU that prioritizes and executes to meet the needs of our community of learners, faculty, researchers and staff. Our work emphasizes autonomy, flexibility and distributed decision-making to leverage the strengths of individuals. Together, we embrace a culture that nurtures, engages and embraces many voices with a shared lens of positive community impact and expanded opportunities for collaboration.

Mission oriented. Everything we do is to advance ASU’s charter -- measuring who we include and how they succeed. We are staunch champions of learner success and put people first.

Flexibility. Our flexible work environment allows employees to explore opportunities with their supervisor beyond the traditional work schedule. Opportunities include hybrid work where staff are in person three days per week.

Culture forward. We embrace a Positive Core culture: Belonging, Relational, Authentic, Visionary and Empowered.

Scale of impact. Our work changes the world. With 200k+ learners, faculty, researchers and staff, working with ET means you have the capacity to improve many lives and entire communities.

World-class, low-cost education. Our professional development is built in! ET encourages staff to seek additional certificates and degrees via ASU’s top ranked programs with major tuition breaks.

Exposure to industry giants. ET partners with Amazon, Apple, Arista, Cox, Verizon, Salesforce, Alteryx and a diversity of technology companies to enhance our innovations and deepen their impact.