LMS Administrator / Instructional Tech Support Specialist

Santa Clara University • Santa Clara, CA

1d • Onsite

About The Position

The LMS Administrator / Instructional Technology Support Specialist provides leadership and expertise in administering and overseeing the SCU campus Learning Management System (currently Canvas). They work collaboratively with faculty to create effective teaching and learning environments with technology, blending best practices in instructional technology and design with strong customer support. They will advise on the selection, design, and implementation of effective instructional technology resources to promote student engagement and success in online, hybrid, and blended courses. The LMS support specialist also leads the customer service experience for Instructional Technology, and is responsible for providing exceptional customer service as they facilitate, coordinate, and oversee campus-wide use of the LMS and integrated digital tools. The LMS Support Specialist will be a creative technologist whose expertise serves as the crucial technical support person for troubleshooting, administering, and maintaining essential features and functions of the instructional technology environment at SCU. Experienced in software applications for education and skilled in quickly learning new tools, they collaborate in effective teaching and learning design by ensuring that faculty and students are successful in using learning technologies. They ensure all issues and requests are resolved quickly and expediently, and can translate complex technical procedures into understandable, easily-followed instructions for users. They also draft teaching resources, documentation, tutorials, and other support for campus users as they provide training for faculty, staff, and students. The successful candidate will have a passion for education and the mission of the University, a commitment to providing excellent customer service, and a focus on continual improvement across all areas. They will also have a commitment to supporting active, innovative, and collaborative strategies for meeting faculty and student needs with effective technologies, and a continued desire to identify and deliver the best possible technology resources and services to meet the instructional needs of the campus community. As an integral member of the Instructional Technology team, they will have a commitment to collaborative teamwork, a strong sense of self-initiative with the ability to work independently, and creative and adaptive problem solving skills. This position will require work during non-standard business hours (generally 10am-7pm) on weekdays, and will be on-call occasionally during weekends as needed. This position is required to be on-site on the SCU Campus.

Requirements

• Excellent customer service and interpersonal skills, including the ability to understand customer technology needs and work with the campus community in an effective, tactful, patient, and courteous manner
• Innovation in instructional design and multimedia development for online, blended, and hybrid courses
• Ability to plan, implement, and evaluate customer service initiatives
• Demonstrated competence in written and oral communication and experience designing tutorials, workshops, and online learning materials
• Demonstrated competence in presentation and teaching, both one-on-one and in-class setting
• Knowledge of and familiarity with educational technology issues and trends in higher education
• Excellent written and oral communication
• Extensive experience and proficiency with a variety of instructional technologies, including LMS, multimedia authoring/production tools; construction of web sites, web programming, web communication tools, graphic applications and design; social media, mobile technologies and apps
• Experience in the administration and maintenance of the Canvas LMS and related tools
• Ability to work effectively and communicate with both technical and non-technical personnel as well as a diverse population of students, faculty, and staff
• Proven ability to provide troubleshooting and guided support for Instructional Technology-supported systems and tools
• Fast learner with good problem solving skills
• Creative, with an enthusiasm for new instructional technologies
• Good understanding of computer systems, software, and equipment
• Ability to work with minimal supervision, be self-motivated, and show initiative
• Ability to exercise independent judgment and engage in critical thinking and problem solving
• Ability to initiate, manage, and complete multiple projects simultaneously and meet project deadlines
• Ability to work in a collaborative environment, as both a member or leader of a team, to meet deadlines and achieve goals
• Ability to work effectively under pressure in a busy and demanding information services environment, while maintaining patience and a sense of humor
• Excellent writing, editing, organizational, analytical, and facilitation skills
• Ability to maintain confidentiality and manage confidential information
• Responsible and dependable with good attendance and work habits
• Appreciation for the University’s mission, vision, values, priorities, procedures, and policies
• Master’s Degree in instructional design/technology or related field, plus 5-6 years relevant experience in an educational setting.
• Demonstrated knowledge of instructional design principles including performance-based outcomes assessments
• Extensive and successful record of teaching and/or working with faculty (higher education preferred but not required), with demonstrated ability to understand and interpret educational needs and develop effective instructional media solutions, working projects from concept through completion

Nice To Haves

• Experience with Microsoft Office and Google Workspace preferred

Responsibilities

• Assist faculty with integrating technology into their courses by blending technology resources with effective pedagogical strategies
• Consult with faculty to identify teaching needs and identify appropriate instructional technology resources.
• Recommend technology solutions to meet instructional goals and objectives.
• Create and maintain LMS, digital video and audio editors, web, blogs, ePortfolio resources to assist faculty
• Share best practices on assessing the impact of technology efforts on student learning.
• Provide class instruction, instructional materials (lesson plans, modules in the LMS, etc.), and student support for multimedia assignments
• Consult with faculty on integration of media and web-based technologies to support student learning, assessment, and other instructional goals
• Perform other duties as assigned
• P̣rovide technical support to faculty, staff, and students
• Provide primary LMS administrative support via email, phone, and teleconferencing
• Collaborate with faculty to solve complex problems related to digital learning needs
• Provide support for students completing multimedia projects using video and audio authoring tools (GarageBand, Camtasia, iMovie, etc)
• Provide administrative/user support for other enterprise tools and applications, e.g., Blogs, Google for Education, and ePortfolios, etc.
• Provide training for faculty and staff on all enterprise instructional technology tools
• Promote and expand the use of instructional technology to enhance teaching and learning
• Promote excellent customer service, effective response times, and provide insights into a wide range of support issues to help lower the barriers to using technology applications and resources on campus
• Develop long-term collaborative partnerships with faculty and staff, determine their instructional and multimedia needs, and support their ongoing use of instructional technology.
• Participate in customer support decisions, such as the design of troubleshooting documentation and guides for end users
• Promote instructional technology to faculty through a variety of activities, including workshops, faculty forums, informal brown bag lunches, and vendor demos.
• Create and maintain LMS and instructional technology resources to assist faculty
• Collaborate with colleagues in Academic Technology, Information Services, SCU Online, Online Graduate Programs, the library, and other areas to improve services for on-campus and remote students, faculty, and staff
• Champion the use of instructional technology to enhance teaching and learning, sharing expertise with colleagues in Academic Technology and across campus units
• Manage campus instructional technology systems
• Maintain integration between the learning management system and our student information systems
• Lead and manage vendor relationships on the integration and application side of campus instructional technology tools, ensuring tools are updated as they roll out from vendors and new releases are tested, integrated, and communicated to campus users
• Maintain learning tool integrations (LTIs) within and beyond the LMS ecosystem, including testing and upgrading of platforms and instructional tools/software with the learning management system
• Serve as key administrator for LMS integrations and associated platforms
• Develop and facilitate faculty development workshops to support faculty teaching across modalities (online, hybrid and blended courses)
• Assess faculty instructional needs and work collaboratively with the Instructional Technology team to develop, teach, and support faculty technology workshops to support faculty development in teaching online and with technology
• Design and develop instructional materials for team-delivered facilitation
• Research and identify new trends in instructional technology to enhance resources and support for faculty teaching development
• Project management and faculty consultation for instructional and educational technology projects
• Meet with faculty on a one-time and on-going basis to consult about instructional needs
• Coordinate Information Services resources as needed to collaborate on projects (e.g., Library Information Resource Specialists, Technology Training, or Web Applications support)
• Coordinate with other student and faculty-facing university groups as needed (e.g. Office of Accessible Education, Educational Assessment) to support the effective use of technology in teaching and learning.
• Plan for future developments and use of technology in instruction
• Stay current in the field of instructional technology and design through journals, online resources, networking with colleagues, attending conferences, etc.
• Share expertise with colleagues across the university and within Information Services.
• Collaborate with other Information Services groups as appropriate to guide and plan for future instructional technology needs

Benefits

• Santa Clara University offers a comprehensive benefits package for benefit eligible employees with programs and resources designed to promote and sustain personal health care, well-being, and the financial objectives of our employees and families.
• Visit our benefits page for more information.

What This Job Offers

• Career Level: Mid Level