LMS Support Analyst (Full-Time, Temporary)

About the role

This position provides support to the Learning Management System (LMS) Administrators by troubleshooting and handling basic user and system issues.

Responsibilities

• Triages, assesses, and provides solutions for LMS help desk tickets submitted by faculty and staff.
• Provides guidance established by the LMS administrators to faculty and staff regarding LMS standards, technology use, and maintenance.
• Provides support and problem determination for LMS-related software applications and services used in College business processes and academic environments.
• Develops, creates, and maintains technical documentation of LMS support functions.
• Responds to emergency situations as needed, during and after normal business hours, to identify, assess, and mitigate critical operational issues.
• Assists LMS Administrators in the coordination of migration, upgrades, and integration with 3rd party applications.
• Assists with documenting test cases and testing scenarios for all enhancements, customizations, or upgrades, and provides testing/validation of these test scenarios in the LMS environments.
• Escalates complex LMS issues to the LMS Administrators for vendor support.
• Assists in emergency situations affecting normal operations of the learning management systems.

Requirements

• Associate Degree.
• One year of work experience in a help desk environment or supporting a Learning Management System (LMS).

Qualifications

• Possess strong communication and documentation skills.
• Demonstrated focus on customer service skills and ability to communicate clearly and effectively to a wide variety of audiences.
• Understanding of current LMS technologies needed by large educational institutions.
• Experience in the development of technical and user documentation.
• Ability to multi-task and set priorities within tight timelines and high client expectations.
• Ability to understand and clearly relate to other members of the college technical specifications and general components of an LMS.
• Strong analytical, project management, customer service, and team-oriented interpersonal skills.
• Ability to work independently.
• Critical thinking and problem determination skills.
• Knowledge of web-based learning management systems (e.g., Blackboard, Canvas, Moodle, etc.).

Preferences

• Associate Degree in an IT-related field.
• Experience providing technical support of LMS applications in a higher education environment.
• Experience with the most current version of Blackboard Learn.
• ITIL Foundation Certification.