LMS Administrator

Job Description

The temporary six-month LMS Application Administrator is responsible for the day-to-day delivery, support, service management and maintenance of the campus learning management system (LMS), Canvas, and select third-party integrations.
This position provides timely response and resolution for Canvas-related cases that cannot be resolved by the Information Technology Service Center or by others who provide similar support.
Additionally, this position participates in projects aimed at continuously improving the campus LMS and select third-party integrations.

Job Duties with Percentage

LMS Administration and Support (90%)

This position is responsible for IT service management of the campus LMS and select third-party integrations.

• Administer the campus LMS and third-party integration services in alignment with the ITIL Service Management framework.
• Research and resolve access, functionality, performance issues, and major incidents that surface from proactive reviews, monitoring systems, vendors, or customers.
• Reply, track, and resolve incidents and requests submitted to the Office of Information Technology (OIT) help desk system in compliance with defined procedures and standards.
• Reply, track and respond to requests submitted to OIT’s help desk system for Canvas course provisioning and Canvas course change requests.
• Utilize internal tools, automated test frameworks, and workflow automations to monitor the health of LMS provisioning and diagnose problems.
• Provide guidance and advise others in their support of the campus LMS and third-party integrations within the LMS, including solving technical problems and investigating and seeking solutions to complex issues.
• Review, validate, test, and log changes and upgrades to the campus LMS and third-party integrations within the LMS.
• Provide tiered support in conjunction with the vendor and other OIT service owners to ensure access, functionality, performance, and support of the LMS and third-party integrations within the LMS.
• Enforce procedures and policies established by the LMS Program Manager to ensure the security, integrity, and accessibility of the LMS and third-party integrations within the LMS.
• Draft, publish, and maintain high-quality external (e.g., tutorials, known issues) and internal documentation (e.g., procedures, policy)
• In consultation with the LMS Program Manager, conduct analysis of the LMS and third-party integrations to optimize service quality, efficiency, and customer satisfaction. 
• Assist with data-driven analyses of service usage, survey data, and anecdotal feedback to align with customer expectations and needs. 
• With guidance from the LMS Program Manager, analyze and facilitate seamless integrations with other applications.
• Consult with faculty, staff, and students on the best practices of using supported services. The consultative and training responsibilities will vary by service, depending on support provided by the vendor. 
• Facilitate vendor provided training and collaborate with the Academic Technology Consulting lead to deliver engaging and effective training on some of the supported applications.
• Consult with and provide support to members of the Academic Technology group as a member of the LMS team.

Project Participation (10%)

This position may participate in OIT projects and strategic initiatives related to the LMS. 

• Contribute to projects that enhance the campus LMS and select third-party integration services.
• Represent the LMS team in communicating requirements, considerations and technical details in collaboration with project stakeholders.

Minimum Requirements:

• A bachelor’s degree from an accredited institution in a related field. A combination of education and/or related experience may be substituted for the degree.
• Two years of professional experience in technical support or application administration in higher education, one year of which must be in support of a learning management system, such as Canvas.

Competencies/Knowledge, Skills, and Abilities

• Knowledge of learning management systems, such as Canvas.
• Demonstrated strong interpersonal communication skills, particularly strong customer service skills and stakeholder relationship building skills.
• Willingness to innovate, take on new challenges and collaborate beyond fixed boundaries.

Preferred Qualifications

• Experience providing support for Canvas LMS, LMS integrations, and other academic technology tools. 
• Experience configuring and managing LMS integrations and APIs
• Experience supporting SaaS services 
• Experience working directly with faculty and students in the use of teaching and learning technologies.