Learning Management System; LMS Support Specialist

Position: Learning Management System (LMS) Support Specialist
Location: Mount Laurel

The Learning Management System (LMS) Support Specialist is part of the Instructional Technology and Design team. This role provides high-level customer service, technical support and troubleshooting of the learning management system and integrated tools. This role is the primary backup to the LMS Specialist.

This is a Support Staff union position as stated in the Support Staff collective bargaining agreement - Grade 13

* Provide high-level customer service and technical support to faculty, students, and staff to address technical issues related to the Learning Management System (LMS).

* Serve as the technical backup to the Learning Management System LMS Specialist, including assisting with the back-end administration of the Learning Management System (LMS-e.g., Blackboard), managing user provisioning, and maintaining organizations.

* Provide support for Learning Tools Interoperability (LTI) integrations, including installation, configuration, and troubleshooting to ensure seamless functionality within the LMS.

* Oversee the course copy and course access requests.

* Manage the complex master course template copy process.

* Assist with processes related to the Intelligent Learning Platform (ILP) process

* Perform technical queries and reports related to LMS activities, data, and user metrics using PG Admin and Illuminate.

* Participate in the testing, evaluation, and implementation of new features, third-party tools (e.g., Kaltura, My Materials), and upgrades that integrate with the LMS and other instructional technologies.

* Utilize and apply basic web development skills, including reading and writing HTML and CSS code, to resolve formatting issues within the LMS.

* Assist in the planning, drafting, and maintenance of departmental Standard Operating Procedures (SOPs).

* Collaborate closely with Instructional Designers to provide support.

* Produce, compile, curate, and secure learning materials in various formats to continuously update the Instructor Support Organization.

OVERALL PURPOSE AND RESPONSIBILITY:

The primary and most important overall responsibility of all employees is to provide service in a pleasant, helpful, and effective manner to our students and other members of the College community.

Education Required:

Associates Degree required;
Bachelor's Degree preferred.

Experience

Required:

* Minimum of 1-2 years of experience providing technical support in an academic setting or a high-volume professional helpdesk environment

* Experience supporting diverse user groups with varying levels of technical expertise

* Strong Technical Skills

* Demonstrated experience working within a Learning Management System

* Proven experience using screen capturing tools

* Experience using Microsoft Office applications

Skills/Abilities /Knowledge /Other Requirements

* Familiarity with Learning Tools Interoperability (LTI) and integrating third-party applications into an LMS environment.

* Knowledge of Web Content Accessibility Guidelines

* Experience with CCS/HTML

INSTITUTIONAL EFFECTIVENESS:

Collaborates with department members and/or the Compliance, Assessment and Research team to support planning, assessment, data collection and reporting for continuous improvement of the college.

Employee Classification:
Support Staff grade 13

Residency Requirement:
The New Jersey First Act requires employees of all public institutions of higher education to reside in the State of New Jersey unless otherwise exempted under the law. For more information please