LMS Tier 2 Admin

Arizona State University•Tempe, AZ

4d•$50,000•Onsite

About The Position

Enterprise Technology (ET) is at the forefront of developing IT platforms and tools that add value to the student experience. As part of the ET, the LMS Tier 2 Admin will contribute to the effective development, deployment and management of platforms that support Student Success Initiatives, Universal Learners, Smart Campus and many more technical initiatives for ASU. In addition to this opportunity, ET offers a fast-paced, energetic, technically rich environment with many opportunities for advancement. The position of LMS Support for Enterprise Technology’s Learning Experience (LX) group is an exciting opportunity to innovate and define the student experience at ASU. The position entails support of ASU's Learning Management System and its growing number of integrated tools. Strong writing and communication skills are important for this role, as responsibilities include corresponding with faculty, staff, and students as well as drafting and maintaining knowledgebase articles. You will join a team of dedicated professionals who work hard to ensure a positive experience for students and faculty at ASU. This position is not eligible for a remote or hybrid work schedule, requirements include 5 days in office on site. As with all members of the Enterprise Technology team, this role carries core responsibilities, including fostering a sense of belonging and cultivating a culture that is relational, visionary, and empowering. With a strong emphasis on authenticity and compassion, this position is dedicated to embodying and advancing our culture.

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.

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, emphasizing diversity, equity, inclusion and belonging
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.