LMS Tier 2 Admin

Arizona State University; Tempe (AZ); On-site; USD 43,000 - 58,000; Full time

Job summary

Arizona State University is seeking an IT Support Specialist 2 in Tempe to join Enterprise Technology's LX group. You will manage and support the Canvas LMS and integrated tools, delivering timely assistance to faculty, staff and students and creating knowledgebase resources.

This on-site role emphasizes collaboration, effective communication, and ongoing Canvas growth. You will work with a team to innovate teaching and learning environments, including hybrid and fully online settings, while

Qualifications

• Bachelor's degree and 3 years of experience, or equivalent combination.
• Experience with Canvas LMS administration and support.
• Experience with LMS tools integration (Pearson MyLabs, McGraw Hill Connect).
• Experience with proctoring software (Respondus Monitor, Honorlock).
• Experience in Help Center/Call Center environments.
• Experience in higher education supporting faculty and students.
• Experience designing and revising online courses and materials.
• Experience authoring Knowledgebase articles/tutorials.
• Experience with Salesforce, ServiceNow, Bomgar, In-Contact.
• Experience with video conferencing (Zoom).
• Excellent written and verbal communication; ability to draft knowledgebase articles.

Responsibilities

• Provide Canvas LMS support for faculty, students and staff.
• Serve as Course Administrator in Enterprise Canvas LMS.
• Deliver LMS support via the ASU Experience Center (24x7x365) using calls and chats.
• Assist Tier 1 agents with Canvas questions and escalate as needed.
• Develop training materials including self-help documents and tutorials.
• Remain current on Canvas and related tools.
• Handle Canvas support tickets via CRM tools (ServiceNow, Salesforce).
• Participate in testing and QA for new upgrades to Canvas and related tools.
• Manage assigned projects, meet deadlines and communicate with stakeholders.
• Recommend effective uses of technology to enhance instruction for learning environments.
• Leverage AI in routine tasks and contribute ideas for efficiency.
• Foster a positive culture and engagement; collaborate across teams.

Skills

Canvas LMS administration

Customer service

Communication skills

Empathy & emotional intelligence

Team collaboration

Education

Bachelor's degree

Tools

Canvas LMS

Salesforce

ServiceNow

Bomgar

In-Contact

Zoom

Pearson MyLabs

McGraw Hill Connect

Job description

Job Profile: IT Support Specialist 2

Job Family: IT Support Services

Time Type: Full time

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 Description

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; depending on experience

Essential Duties

• 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 writing, proofreading and editing instructional materials
• Experience authoring Knowledgebase articles/tutorials
• 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
• 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.

Working Environment

• 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. May require lifting of items weighing up to 40 pounds.

*Cover Letter Required with application

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.

Why join us?

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.

Driving Requirement

Driving is not required for this position.

Location

Campus: Tempe

Funding

No Federal Funding

ASU Statement

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions inclusive excellence, and welcomes students from all fifty states and more than one hundred nations across the globe.

ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other basis protected by law.

ASU's comprehensive benefits package is a key part of your total compensation. Visit the ASU Compensation Estimator

Employment Verification Statement

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Background Check Statement

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Fingerprint Check Statement

This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.