LMS Tier 2 Admin

asu; United States; On-site; USD 43,000 - 58,000; Full time

Job summary

ASU is seeking an IT Support Specialist 2 to support the Learning Management System (Canvas) and related tools within the LX group of Enterprise Technology. The role emphasizes collaboration with faculty, staff and students, with a focus on developing knowledgebase articles and training materials.

This full-time, on-site position requires strong communication, a student-centric mindset, and the ability to contribute to a fast-paced, technology-rich environment with opportunities for advancement.

Qualifications

• Bachelor's degree and three (3) years of experience in the area or equivalent experience/training.
• Strong writing and communication skills for faculty, staff, and students.
• Experience with Canvas LMS administration and related tools is preferred.

Responsibilities

• Provide technology support for faculty, students and staff using ASU's Canvas LMS and related tools.
• Be a Course Administrator in ASU's Enterprise Canvas LMS environment.
• Deliver Canvas LMS support via the ASU Experience Center (24x7x365).
• Assist Tier 1 agents with Canvas questions and handle escalations.

Education

Bachelor's degree

Tools

Canvas LMS

Salesforce

ServiceNow

Zoom

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 in 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 inst