This position works collaboratively with subject matter experts, instructional designers, and teaching & learning consultants to provide consultation on how to optimize Learning Management System (LMS) functionality for the design, development, and delivery of high-quality digital learning experiences. The position provides educational technology services that shape and support the user experience in the University’s learning management system and is responsible for creating, maintaining, and configuring digital learning materials within the LMS to support faculty in using the system as part of their instructional strategy and to meet learning objectives. This position provides support and assistance as needed for instructor orientation, outreach, and support in relation to effective and efficient management of courses and programs offered through CMU. Conducts faculty training and professional development sessions based on needs identified and/or new system/feature releases. Assists and provides support to the Associate Director/Learning Systems Support. Assists subject matter experts with the building and configuring of materials (e.g., documents, assignments, rubrics, assessments, interactive components) for course development and management. The position oversees the LMS tutorial collection to ensure accuracy, currency, and relevancy. In consultation with the CIS team, this position will advance the academic mission to meet the needs of instructors and students by ensuring online learning experiences are designed in alignment with best practices and LMS-related technologies.
Duties and Responsibilities
• Provides support requiring in-depth knowledge of learning system (e.g., Blackboard, Blackboard-related tools, etc.) features, functions, and tools to lend technical expertise to faculty on how to effectively leverage and utilize LMS functionality and tools to achieve course objectives and outcomes for developing and delivering high-quality instruction and create meaningful digital learning experiences.
• Assists in providing course management responsibilities including, but not limited to, working with academic departments, creating communications, and/or providing master course content when needed in CMU’s learning management system.
• Assists in providing faculty support, including but not limited to, course preparation, providing course content, systems usage support, and/or guidance on CMU academic policies, processes, and best practices.
• Serves as the initial point of contact to track, troubleshoot and/or resolve faculty issues.
• Coordinates gathering of information regarding faculty administrative and instructional activities for support purposes, conducts early analysis and provides recommendations on action steps.
• Work independently and provide agile project management and timely communication to the Associate Director, Learning Systems Support. Make recommendations on new initiatives to address University community digital learning needs.
• Maintains current awareness of developments and strategies for evidence-based teaching and learning practices. Participate in and facilitate the continual improvement of digital learning experiences through analysis of the latest trends, technologies, and the CMU environment.
• Monitors department ticketing queues by processing, refining, and assigning work orders, interpreting faculty requests, and reporting outcomes.
Investigates available options and technologies as it relates to the LMS to meet faculty requests about pedagogical approaches through the use of LMS tools, including available analytics and reporting, or assessment creation and accessibility tools; make recommendations and decisions based on the outcomes.
• Training/development activities: facilitating training, knowledgebase development, tutorial review and authoring, emerging technologies exploration, research, and testing.
• Responsible for oversite and organization of the unit’s knowledge base collection.
• Conducts online or face-to-face group and individual training sessions.
• Completes course updates to ensure content is in sync with the release of a new edition textbook, as well as importing and configuring publisher-related resources into the LMS course shell. Incorporates current design standards, terminology, and technologies in use at CMU, which requires an understanding of instructional design principles and awareness of accessibility requirements.
• Participates in system testing and test planning to aid in determining the impact of system upgrades and corresponding communications and training needs.
• Contributes to the development of system-level policies and procedures.
• Other duties as assigned.
Required Qualifications
• Bachelor’s degree.
• Three years of increasingly responsible related work experience, preferably in a higher education environment.
• Two years of successful customer/client service experience.
• Demonstrated excellent communication, organizational, time management, and problem-resolution skills.
• Ability to maintain accurate records and recording of actions taken.
• Ability to organize work effectively, conceptualize and prioritize objectives, and exercise independent judgment based on an understanding of organizational policies and activities.
• Ability to integrate resources, policies, and information for the determination of procedures, solutions, and other outcomes.
• Technically astute with demonstrated application and knowledge of LMS and related technologies with the ability to research and resolve complex technical issues.
• Ability to manage multiple systems and projects simultaneously with successful project management experience.
• Ability to learn quickly, meet established deadlines, and demonstrate strong problem-solving and critical-thinking skills.
• Demonstrated ability to collect and analyze data for end-user support, troubleshooting, and tutorial/documentation development.
• Strong interpersonal skills, showing the ability to interact effectively with various user groups, including business and technical teams.
• Strong writing, editing, and proofreading skills with high attention to detail, along with the ability to prepare, compile, and disseminate written and online documentation.
• Demonstrated knowledge of effective course design principles within the LMS.
• Ability to perform the essential functions of the position with or without reasonable accommodation
Preferred Qualifications
• Master’s degree, preferably in business, educational administration, educational/instructional technology, instructional design, or higher education administration.
• Knowledge/familiarity with academic and student learning processes and conducting faculty professional development.
• Demonstrated ability to contribute to the implementation of engaged learning as it relates to faculty support and development.
• Knowledge and experience with building content, using LMS tools to achieve course outcomes and meet identified standards, and supporting faculty in their use of the LMS system as part of their instructional strategy.
• Experience with embedding digital content or other multimedia artifacts and integrating publisher/vendor tools into a digital learning experience.