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Blackboard Support Service Manager

Employer
Amarillo College
Location
Amarillo, TX
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Job Details

At Amarillo College, our students are the priority. It is our mission and our responsibility to enrich their lives by helping them identify an educational pathway that will lead to success in life. It is therefore required that every team member, regardless of job title or duties, be responsible, first and foremost, for assisting students in every way.

We are currently seeking a Full -Time Blackboard Support & Services Manager who will adhere to the aforementioned mission statement, and who will provide excellent customer service and information technology skills to support faculty and online learners in our Learning Management system (Blackboard). Maintain a deep understanding of all components, features and function of the LMS; work closely with supporting third party applications as well as the design, development and programming and maintenance of internal applications. Administer the Backboard LMS collaborate portal and serve as primary contact for gradebook problems during ILP grade submissions.

GENERAL QUALIFICATION REQUIREMENTS

EDUCATION

Required: Associate’s Degree in Computer Information Technology.

Preferred: Bachelor’s Degree.in Computer Information Technology.

EXPERIENCE AND TRAINING:

Required: One (1) year of experience in Blackboard customer service and trouble shooting.

Preferred: Two (2) years of experience in Blackboard customer service and trouble shooting.

KNOWLEDGE, SKILLS AND ABILITIES:

  • Ability to deal with people in a professional manner.
  • Ability to be flexible in adapting to changes in priorities and assignments.
  • Ability to conduct learning needs- assessments.
  • Active listening, and logical thinking skills.
  • Customer service mindset.
  • Effective task prioritization and organizational skills.
  • Ability to handle stress and remain calm.
  • Ability to work independently and as team member.
  • Communicate effectively both written and verbally and make effective presentations.
  • Commitment to create and maintain a warm and welcoming office and campus environment.
  • Commitment to discretion and confidentiality concerning sensitive information at all times.
  • Knowledge of college and department policies and procedures, safety rules and regulations.

JOB DUTIES AND RESPONSIBILITIES:

  • Required to interact with all levels of Amarillo College personnel, community, and management.
  • Administration and maintenance of Vidgrid Video closed captioning services for ADA/Accessibility compliance.
  • Assist students, staff, and faculty with Blackboard LMS access and troubleshooting.
  • Conduct after-hours and weekend on call responsibilities as needed.
  • Configure and maintain the test and development Blackboard LMS systems to ensure consistency with production systems.
  • Continuously perform research on newly emerging trends and evaluate new approaches and solutions.
  • Create and implement training materials for Blackboard LMS and related systems.
  • Deploy updates and configuration changes for development and test initiatives.
  • Ensure integrity of disaster recovery, local data backup and recovery and monitoring/alerting policies and procedures.
  • Execute user account/access within the Blackboard LMS environment, including but not limited to managing user profiles/roles and user accounts, and changing passwords.
  • Exhibit and maintain extensive computer knowledge across various platforms.
  • Instruct faculty on rubric creation and implementation in the Blackboard LMS environment.
  • Instruct faculty on test, quiz, and assessment construction and deployment.
  • Manage and maintain course/organization data within the Blackboard LMS environment, including but not limited to (1) updating course properties, (2) creating and cloning course templates, development shells, and live sections, (3) creating and cloning organizations, (4) enrolling users, (5) exporting, archiving, and backing up courses/organizations.
  • Manage and train faculty in gradebook functions.
  • Manage community areas, including but not limited to Tabs, Modules, Channels, Brands, Themes, Tool Panel, and Communities Settings.
  • Coordinate with Blackboard LMS to plan and deploy patches, updates, plug-ins and configuration changes to application software.
  • Partner with Information Technology staff for system upgrades, maintenance, and issues to ensure the Blackboard LMS environment is working optimally to meet Amarillo College requirements.
  • Perform semi-annual learning management system tasks such as course archiving, copying and user expiration.
  • Provide Blackboard administration and technical support to all Amarillo College campuses.
  • Provide input and output help with grades in Blackboard LMS at the end of each semester.
  • Remain current with security threats and on-line instructional technologies.
  • Successfully solve technical problems for students, staff, and faculty.
  • Support application development team in preparing development environment and deploying new integrations and application components.
  • Support curriculum and instructional designers in the areas of course material and multimedia storage, course cloning, copying, archiving, and setup processes within the Blackboard LMS environment.
  • Test and install system updates, service pack/patch upgrades, building blocks, and other software integrated with the Blackboard LMS.
  • Train and instruct new faculty, staff, and students on college and department software, third party content, and hardware functions.
  • Verify, submit, and track product bugs/issues to ensure prompt resolution by our vendor's support teams.
  • Exhibit strong communication skills both written and verbal. Ability to cultivate relationships built on trust and confidentiality with a diverse population. Must always maintain a high level of professional at all times, especially when dealing with resistance or hostility. Required to provide an exemplary level of customer service to all internal, external customers, vendors, community leaders, etc. Must maintain professionalism in demeanor, work-style and dress.
  • Required to demonstrate a strong work ethic with the ability to exercise good judgement and compose various reports/evaluations in a timely fashion. Must be able to make solid recommendations, have strong attention to detail, good organizational skills, and ability to work under pressure to meet stringent deadlines. Must be able to work independently and as a team member. Self-sufficiency is critical.
  • Must maintain a commitment to discretion and confidentiality concerning sensitive information.
  • Comply with all college, state and local policies, procedures, rules and regulations. Secure and safeguard all property, equipment, and training material including credit cards (if applicable) issued by Amarillo College.
  • Adhere to the Amarillo College Travel Policy guidelines as written.
  • Participate in professional learning and development as required under state or local contractual agreements and/or Amarillo College.
  • Complete all work-related tasks in a neat, orderly and timely manner.
  • Conduct self with professionalism and respect toward others.
  • Exhibit professional behavior while assisting with the needs of students, faculty, staff, visitors, and co-workers.
  • Participate in and complete performance assessments/evaluations as assigned.
  • Perform other related duties as required.
  • As an Amarillo College employee, seek knowledge of and pledge to actively engage in a culture of caring striving to serve students, peers and the community by embracing the AC Core Values: Wow, Family, Fun, Innovation, and Yes!

Physical Demands: While performing the duties of this job, the employee is frequently required to travel between offices, buildings, and campuses. Requires the ability to lift, carry, push, pull and/or maneuver office supplies as needed.

Work Conditions: Must be willing to work a flexible schedule (days, nights, weekends, holidays, and varying events as necessary.) Timely and regular attendance for all employees is required to ensure adequate staffing, positive employee morale, and to meet expected productivity standards throughout the organization. Employees will be held accountable to their workplace schedules.

Work Environment: This position works in a This position operates in a professional office environment, routinely uses standard office equipment (I.e. computers, phones, photocopiers, filing

Travel Expectations: Any travel essential for this position requires the employee to adhere to the Amarillo College Travel Policy as written.

Salary: $22.53 - $32.45 per hour.

Diversity and Inclusion Statement: Amarillo College is committed to hiring and retaining a racially diverse, culturally competent staff at all levels of the organization who not only reflect the demographics of our clients but also continue to deepen their skills and competencies to serve the full range of our customers.

Promotional Opportunity Policy: Under the Amarillo College Promotional Opportunity Policy, only current appointed or part-time non-appointed employees will be considered for a position during the first five (5) working days from notice or posting.

Organization

Working at Amarillo College

Established in 1929, with 86 students answering the inaugural roll call, Amarillo College today is a vibrant, multi-faceted community college that typically enrolls about 10,000 students in academic classes at six campuses and an outreach center.

In 2018, Amarillo College was named a “Great College to Work For” in The Chronicle of Higher Education’s eleventh annual survey on the academic workplace.

With a proven blend of quality and affordability that makes Texas community colleges so appealing – approximately half of the students enrolled in higher education in Texas attend a community college – Amarillo College provides students with a solid academic foundation, whether they are looking to immediately enter the workforce or proceed to a university.

AC, which enjoys unflagging community support, received a major boost in May of 2019 with passage of an $89 million bond issue. Among the many projects this enables the College to undertake are creation of an Innovation Hub, construction of a First Responders Academy and centralization of Student Life Services.

Amarillo College adopted a Culture of Caring in 2015 and since that time has launched a unique and ambitious No Excuses Poverty Initiative that has garnered national attention for connecting first-generation and/or academically underprepared students with social services structured to help them overcome barriers to success.

The College’s game-changing initiatives led national community college reform leader Achieving the Dream (ATD) to name Amarillo College a co-recipient of its 2019 Leah Meyer Austin Award, a significant national accolade contingent upon measurable improvements in student outcomes.

Over the past six years, Amarillo College opened a counseling center, a legal aid clinic, a career and employment center, and a childcare center. AC also launched an Advocacy and Resource Center, which houses a food pantry and connects students with social services provided by more than 60 local nonprofits.

Since their inception, AC’s initiatives have led to steady gains in A-to-C pass rates, fall-to-fall retention, and three-year graduation/transfer rates, which among first generation students have increased from 12 percent to 21 percent.

Additionally, the percentage of students who attend AC on a full-time basis continues to climb – 75 percent of AC students attended the College part time in 2015, while only 57 percent were part-time students in 2018.

The College enjoyed its largest graduating class ever in May of 2019, when more than 1,000 students were awarded credentials of completion.

 

OUR MISSION & VALUES

The mission of Amarillo College is “enriching the lives of our students and community by helping learners identify and achieve their educational goals.” The mission is driven by our vision to ensure that 70% of our students complete a certificate or degree or transfer within 3 years. Both the mission and vision of the college are lived out among our staff through our Culture of Caring which embodies our five core values: Wow, Innovation, Family, Fun, and Yes.

Caring through WOW: 

Every student and colleague will say "WOW, you were so helpful, supportive, and open" after an interaction with us.

Caring through FUN:   

We will find ways to have fun with each other and celebrate each other.
We will find ways to make our work fun and effective.

Caring through INNOVATION:     

We will see ourselves as "roadblock removers" - for students and for each other.
We will always look for ways to help others and improve our processes.

Caring through FAMILY:     

We will find ways to show we care about our students and each other.
We will readily and effectively share information with each other.
We will approach our interactions with each other with trust and openness.
We will put the needs of others before our own.

Caring through YES: 

We will think "yes" first and find solutions rather than saying "no."
We will be passionate about our jobs and helping each other.

 

ABOUT OUR REGION

Amarillo is the largest city in the 26-county Texas Panhandle. It is located in the center of the Panhandle – which produces 30 percent of the nation’s beef – and serves as a crossroads on Interstate 40 for travelers between Oklahoma City and Albuquerque, and a mid-point for Dallas-to-Denver traffic, as well.

Amarillo has just shy of 200,000 residents, while the Amarillo metropolitan area has a population of about 255,000. The city’s central location makes it the region’s natural hub for healthcare services and cultural pursuits – and Amarillo boasts several superlative illustrations of each.

With a diverse economy – from agriculture and oil and gas to aircraft production and precious-metal refining –Amarillo typically has an unemployment rate of less than 3 percent, routinely one of the lowest in the state.

Amarillo received the following accolades in 2018:

  • Top 20 Places Where Millennials Are Buying Homes, by SmartAsset
  • Best Places to Find a Job, by WalletHub
  • Best Small Places for Business Careers, by Forbes

Amarillo is the Spanish word for the color yellow. The entire Panhandle, unlike most of Texas, enjoys all four distinctive seasons each year, and gorgeous sunsets are typical. The region is often referred to as the Golden Spread.

Find Us
Website
Telephone
8063715000
Location
PO Box 447
Amarillo
Texas
79178
United States
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