(Remote) Associate Applications Administrator - Information Technology Services

West Virginia University; Morgantown (WV); Remote; USD 60,000 - 80,000; Part time

Job summary

An established industry player is seeking a dedicated Associate Applications Administrator to join their Information Technology Services team. This role focuses on supporting and administering various Teaching & Learning applications, including Blackboard LMS. The ideal candidate will bring strong troubleshooting skills and a passion for customer service, ensuring that users have the best experience possible. You will collaborate with technical and functional staff to provide timely support and enhance application performance. This position offers a unique opportunity to contribute to a supportive and inclusive environment while making a significant impact on the educational experience at a prestigious university.

Benefits

Work-life balance

Inclusive work environment

Professional growth opportunities

Qualifications

• Bachelor's degree required with 2+ years in higher education or instructional design.
• Experience with learning management systems and IT ticketing systems is essential.

Responsibilities

• Provide application administration and support for Teaching & Learning applications.
• Troubleshoot incidents and perform end-user testing for LMS updates.

Skills

Troubleshooting

Customer Service

Data Analysis

Communication Skills

Self-motivation

Education

Bachelor's Degree

Tools

Blackboard LMS

IT Ticketing Systems

Turnitin

Voicethread

Mediasite

Respondus

Job description

Job Description - (Remote) Associate Applications Administrator - Information Technology Services (26048)

(Remote) Associate Applications Administrator - Information Technology Services 26048

Description

The Department of Information Technology Services at West Virginia University is currently accepting applications for an Associate Applications Administrator.

About the Opportunity

The Associate Application Administrator position (PT2) is a hands-on functional position with a focus on blackboard LMS (eCampus). The position is responsible for providing application administration, troubleshooting and support for ITS eWVU’s Teaching and Learning application portfolio, including Blackboard Original, Blackboard Ultra, and other supported systems. This position assists with a wide scope of Teaching & Learning application support via ticketing systems, emails, and phone calls. Responsibilities include collecting data from customers, online course creation, enrollment requests, and application troubleshooting.

What You'll Do

• Collaborate and communicate information clearly, accurately, and timely to technical and functional staff. Disseminate complex information to others in a way that’s easy to understand.
• Gather thorough information from customers, collect and analyze data.
• Coordinate with team to escalate issues as needed (triage).
• Provide support and administration of multiple operational applications, including Blackboard (eCampus), eCampus Request System (eRS), collaborative 3rd party applications (Turnitin, Voicethread, Mediasite, Respondus), and other instructional technology and student evaluation tools.
• Adhere to product/system maintenance schedules when performing system implementations and systems upgrades.
• Evaluate and perform user requests for course creation, course access, and granting appropriate level(s) of course access.
• Troubleshoot incidents, reported by business units or end users.
• Perform end-user testing, validation, and feedback for monthly LMS updates/releases, as well as intermittent patches and bug fixes.
• Participate in a rotational on-call after-hours schedule as assigned.
• Serve as backup to other positions as necessary within the unit.
• Assist with the development and/or performance of test plans for new and existing services and applications.
• Develop knowledge of best practices within the institution, the Higher Education industry and in private environments to ensure the successful implementation of technology solutions within the production environment, to include vendor support, vendor ticketing, attending office hours and taking notes during weekly vendor meeting(s).
• Develop application support documentation that will be published in an enterprise knowledge management system.

Qualifications

• Bachelor’s Degree
• A minimum of two (2) years of experience involving:
• Working in higher education, online accessibility, and/or instructional/course design
• Experience with IT ticketing systems
• Working with learning management systems
• Information Technology, Troubleshooting, Customer Service, Data Analysis
• Any equivalent combination of related education and/or experience will be considered.
• All requirements must be met by the time of employment.

Knowledge, Skills, & Abilities

• Quickly learn and support new and changing technologies, administer and support Teaching & Learning applications
• Troubleshoot complex technical problems
• Self-motivated and goal oriented
• Excellent written and oral communication skills (including the ability to communicate highly technical issues and resolutions to non-technical users)

About WVU

West Virginia University is a place of purpose and community. We take pride in our profound impact on the state of West Virginia and are committed to the personal and professional growth of our employees.

From the groundbreaking R1 research at our flagship campus in Morgantown to the career-oriented programs at WVU Potomac State in Keyser, and the technology-intensive programs at WVU Tech in Beckley, the contributions of WVU employees resonate across the state, touching lives and shaping futures.

At WVU, you will discover a supportive community that champions work-life balance and fosters a collaborative atmosphere. Our core values — service, curiosity, respect, accountability and appreciation — unite us as Mountaineers.

We are dedicated to creating an inclusive and engaging working environment and actively seek candidates who bring diverse ideas, approaches and experiences.

Join us at West Virginia University, where your work will make a lasting impact. To learn more about WVU, visit wvu.edu.

West Virginia University is proud to be an Equal Opportunity Employer and received an NSF ADVANCE award for gender equity. We value diversity among our faculty, staff and students and invite applications from all qualified applicants regardless of race, ethnicity, color, religion, gender identity, sexual orientation, age, nationality, genetics, disability, or Veteran status.