COMMUNICATIONS ANALYST-DUKE TALENT IDENTIFICATION PROGRAM

Location
Durham, NC
Posted
Jun 14, 2018
Institution Type
Four-Year Institution

diversity employer



COMMUNICATIONS ANALYST-DUKE TALENT IDENTIFICATION PROGRAM
TIP-Endowments/Sponsored Projects

The Duke Talent Identification Program (TIP) is seeking an Online Learning Specialist for the Educational Innovation and Online Learning (EIOL) team, reporting to the Assistant Director for Operations and New Program Development. This role supports and ensures the quality experience of students and families participating in Duke TIP's online programs. In collaboration with other EIOL staff, the Online Learning Specialist's primary responsibilities are to provide pertinent, accurate information and technical support services to TIP's customer audience of students, families, and educators. The Specialist will facilitate and support the internal operational processes and systems for both existing programs in EIOL's learning technology ecosystem and new initiatives. The Specialist operates with a focus on customer engagement, communications, program and course resources, and data reporting. This position must be able to plan and schedule work priorities in accordance with program goals and deadlines and maintain a high level of accuracy when working with student and program data. If you are interested in this position, please submit your application via the DUKE HR Career site prior to the close of the position on May 13, 2018.

Work Performed:

Customer & Student Technical Support - 40%
• Provide day-to-day and ongoing technical customer support to ensure smooth operations of online learning programs and online communities serving 2,000+ students annually. Answer inquiries concerning program activities.
• Provide technical support for EIOL's learning technology ecosystem, including Canvas, Google Apps for Education, Blackboard Collaborate, ThingLink, and other tools.
• Perform analysis and triage of customer inquiries and concerns via phone or email related to TIP's online learning programs and resources. Provide solutions or elevate issues to other EIOL or technical staff as appropriate. Log and track customer requests for assistance, including demographic and program or resource data associated with each request. Advise the Assistant Director regarding the status of current activities and additional or expanded program requirements; help develop or improve support processes for identified problems.
• Monitor and moderate selected student activities in online programs and communities both during program terms and on an ongoing basis.
• Collect data on student issues, instructional technology tools, and student user course activity as needed. Help identify and resolve technical problems that occur while programs are active.

Instructional Technology and Curriculum Support - 30%
• Provide quality assurance for online learning experiences, including reviewing, testing, and evaluating functionality, content, and user experience prior to release to students.
• Review, test, and prepare parent open house content prior to hosted open house events.
• Generate and upload materials into EIOL platforms, ensuring that the materials are functional.
• Review textbooks for edition changes and availability; distribute review copies to instructors.

Program Administration & Collaboration -30%
• Collaborate with team members to develop, revise, and distribute web-based resources to facilitate user success in online experiences. Promote successful use of learning technology and understanding of policies and procedures.
• Assist with program preparations and operations as needed, to include textbook and materials management, shipping and tracking, and program web tool resource testing. Assist with the preparation, inventory management, and distribution of digital and physical correspondence and program materials.
• Participate in the preparation of digital documentation of systems and processes for customer-service use.
• Contribute to the development, implementation, and analysis of program user satisfaction surveys, user analytics, and other identified performance metrics and data. Track trends based on customer-service logs and survey data.
• Create and present regular reports from available data that document trends and make recommendations for improvements to divisional operations and systems.
• With consistent, high accuracy, support the batch creation of student user accounts in EIOL learning management systems and tools, and support the preparation of student and family email distribution spreadsheets.
• Provide administrative support to and contribute to collaborative planning periods with EIOL divisional staff and TIP organization as needed.

Minimum Requirements:
Education
Work requires an Associates Degree in Data Processing.
Experience
Two years of experience in network communications or related experience. A Bachelor's degree in Computer Science or Engineering may be used to offset this experience requirement. OR AN EQUIVALENT COMBINATION OF EDUCATION AND/OR EXPERIENCE.

Departmental Preferences:
  • A bachelor's degree in communications, library science, instructional technology, education or related field.
  • Prior experience working in a university setting; academic technology support experience.
  • Experience managing resources and inventory, tracking and analyzing business activities and systems, and both generating and integrating program objectives into daily work is preferred.
  • Experience with learning management systems (e.g. Canvas, Sakai, Blackboard, Moodle), and web conferencing software (e.g. Blackboard Collaborate, WebEx) preferred.
  • Demonstrated ability to initiate and complete technology projects, prioritize tasks and use good judgment in providing services based on goals; excellent time management skills and adaptability; effective communication and interpersonal skills; outstanding customer service skills and a commitment to customer service; demonstrated ability to work effectively within a team environment; effective written & oral communication skills, including phone skills.


Requisition Number
401412395

Location
Durham

Duke Entity
UNIVERSITY

Job Code
2197 COMMUNICATIONS ANALYST

Job Family Level
10

Exempt/Non-Exempt
Exempt

Full Time / Part Time
FULL TIME

Regular / Temporary
Regular

Shift
First/Day

Minimum Qualifications
Duke University is an Affirmative Action/Equal Opportunity Employercommitted to providing employment opportunity without regard to anindividual's age, color, disability, gender, gender expression, genderidentity, genetic information, national origin, race, religion, sex,sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation,creativity, and belonging. Our collective success depends on the robustexchange of ideas—an exchange that is best when the rich diversity ofour perspectives, backgrounds, and experiences flourishes. To achievethis exchange, it is essential that all members of the community feelsecure and welcome, that the contributions of all individuals arerespected, and that all voices are heard. All members of our communityhave a responsibility to uphold these values.
Essential Physical Job Functions:Certain jobs at Duke University and Duke University Health System mayinclude essential job functions that require specific physical and/ormental abilities. Additional information and provision for requests forreasonable accommodation will be provided by each hiring department.

Education

Work requires an Associates Degree in Data Processing.

Experience

Two years of experience in network communications or relatedexperience. A Bachelor's degree in Computer Science or Engineering maybe used to offset this experience requirement.OR AN EQUIVALENT COMBINATION OF EDUCATION AND/OR EXPERIENCE.

Auto req ID

100067BR

Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, genetic information, gender, gender expression, gender identity, national origin, race, religion, sexual orientation, or veteran status.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

PI102926062

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