LMS Tier 2 Admin

Arizona State University•Tempe, AZ

8h•Onsite

About The Position

Enterprise Technology (ET) is seeking an LMS Tier 2 Admin to join their Learning Experience (LX) group. This role will contribute to the development, deployment, and management of platforms supporting student success initiatives and other technical projects at ASU. The position involves supporting ASU's Learning Management System (LMS) and its integrated tools, requiring strong writing and communication skills for correspondence with faculty, staff, and students, as well as drafting knowledgebase articles. The role is based in a fast-paced, technically rich environment with opportunities for advancement. This is an on-site position requiring 5 days a week in the office. The role also emphasizes fostering a sense of belonging, cultivating a relational, visionary, and empowering culture, with a strong focus on authenticity and compassion.

Requirements

Bachelor's degree and three (3) years of experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.
Strong writing and communication skills.
Ability to work 5 days in office on site.

Nice To Haves

Experience with Canvas LMS administration.
Experience using/supporting current learning management system technology (Canvas).
Experience supporting publisher tools integrated into the LMS (e.g. Pearson MyLabs, Mc-Graw Hill Connect).
Experience supporting users of Proctoring software (e.g. Respondus Monitor, Honorlock, etc).
Experience working in a Help Center/Call Center/Customer Service environment.
Experience working in a higher education environment, supporting faculty and administration.
Experience in designing, developing, implementing and revising online courses and course materials in a higher education environment.
Experience in troubleshooting and supporting faculty and students with technology.
Experience in writing, proofreading and editing instructional materials.
Experience authoring Knowledgebase articles/tutorials.
Experience working with Salesforce, ServiceNow, Bomgar, or In-Contact.
Experience with video conferencing solutions (Zoom, etc).
Ability to model empathy, compassion and emotional intelligence.
Experience working in a values-led organization.
Ability to help foster a safe psychological space for all teammates where everyone can thrive.
Ability to stimulate changes in individual, institutional, and corporate behaviors to create a more sustainable environment.
Ability to lead by example in communicating, participating and encouraging support of the institution’s sustainability programs.
Demonstrated ability to model empathy, compassion, and emotional intelligence.
Experience in a values-driven organization with a strong commitment to inclusion and belonging.
Ability to cultivate a psychologically safe environment where all team members can thrive.
Capacity to inspire and drive meaningful change in individual, institutional, and corporate behaviors to support a more sustainable environment.
Commitment to leading by example through effective communication, active participation, and advocacy for the institution’s sustainability programs.

Responsibilities

Provide technology support for faculty, students and staff using ASU's Canvas Learning Management System (LMS) and related teaching and learning tools, including various remote proctoring programs.
Be a Course Administrator in ASU's Enterprise Canvas LMS environment.
Deliver Canvas LMS support via the ASU Experience Center, a 24x7x365 operation that utilizes incoming phone calls and live chats to provide support to the ASU community and outside entities.
Assist Tier 1 ASU Experience Center agents with Canvas related questions and handle escalations as needed.
Develop training materials including self-help documents, online tutorials, and other multimedia.
Remain current on Canvas and integrated/related tools.
Handle Canvas support tickets via ASU's CRM tools, ServiceNow and Salesforce.
Participate in testing and quality assurance for new upgrades to Canvas and related tools.
Manage assigned projects, meet deadlines and communicate with department and faculty stakeholders.
Recommend effective and creative uses of technology to enhance instruction for traditional, hybrid and online learning environments.
Perform other duties as assigned or directed.
Leverage AI in routine tasks and contribute ideas for using AI to improve the unit’s efficiency and overall performance.
Take responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms.
Collaborate across teams and actively participate in ET/ASU events and programs.