LMS Tier 2 Admin

About the role

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. 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.

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.