LMS Tier 1 Support Analyst - #182782

Location
Cullowhee
Posted
Apr 10, 2018
Institution Type
Four-Year Institution

Posting Information: LMS Management: Responsible for course administration on the LMS application, including all aspects of course creation and design, modification and removal. Ensures that processes related to course and account management are well documented. Demonstrates knowledge of other WCU systems and processes that integrate with the LMS and identifies, develops and implements improvements with regard to LMS management. Acts as LMS technical liaison to other system work groups on issues of identity management and course management. LMS Customer Support: Partners with Human Resources, the Equal Opportunity Office and the Information Technology Help Desk to provide first and second level customer support for the LMS application. Engage the LMS community in a proactive manner to build positive relationships through phone, individual consultation, and workshop formats. Takes ownership of customer issues and is able to prioritize issues of urgency to reach a quick, accurate solution. Analyzes customer requests and is able to develop effective and appropriate solutions. Training: Develops training materials and delivers technical workshops or seminars. Responsible for clearly communicating LMS issues and solutions in written and oral form to both internal team members and external customers. Translates complex technical processes and issues to understandable terms at an audience appropriate level. Able to use tact and persuasion to build cooperation and consensus toward LMS objectives. Project Management: Takes initiative to lead or contribute effectively to projects that involve working independently or with other WCU staff, Human Resources staff and Equal Opportunity Office staff. Personal Development: Expected to keep current with changing hardware, operating systems, browsers, and LMS applications. Reading LMS application and instructional technology related periodicals, electronic mail, attending instructional technology conferences and developing relationships with vendors.

Minimum Training & Experience Requirements: Graduation from a two year technical college with a major in an Information Technology field and one year in the information technology field related to the position's role; or graduation from a four year college or university and one year experience in the information technology field related to the position's role; or graduation from a four year college or university with a major in an Information Technology area. Related information technology experience may be substituted year for year for the required education.

Preferred Qualifications: Experience working with or supporting Blackboard or other Learning Management software. Prefer a Bachelor's degree in information technology, educational technology or related field or equivalent work experience. Prefer applicable and progressive experience in a higher education setting.

Special Instructions to Applicants: Applicants must apply online. Please submit a cover letter, resume, and at least three professional references in order to be considered for the position. PLEASE COMPLETE ALL AREAS OF THE APPLICATION. INCOMPLETE APPLICATIONS MAY NOT BE GIVEN CONSIDERATION IN THE REVIEW PROCESS. If no applicants apply, who meet the required Knowledge, Skills, Abilities/Competencies and Training and Experience requirements, then management may consider other applicants . *Effective October 1, 2015 all new hires into positions subject to the State Human Resources Act (SHRA) will serve a 12 month probationary period as defined by the North Carolina Office of State Human Resources (OSHR).