LMS Support

Job Description

ASU, the largest state university and also recognized for the last 8 years in a row by US News and World Report as the most innovative university, is committed to maintaining the most dynamic and productive learning experience in all of higher education. 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. Good writing and language skills will be needed because the focus of this position is to compile and update the 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 everyone in the ET Team, our intentional focus on diversity, equity, inclusion and belonging as well as culture and communications are core responsibilities in this role. With an increased emphasis on authenticity, compassion, and inclusivity, this position strives to embody and advance our ET Positive Core.

Working Environment

Activities are performed in an environmentally controlled office setting. Use PC and use hand/fingers for repetitive motion (keyboarding/typing). Sit or stand for extended periods of time, Walk moderate distances to perform work. Effective communicate and read/interpret written and oral instructions/directions. May require lifting of items weighing up to 40 pounds. Regular review of completed tasks.

DAYS AND SCHEDULE: There is an opportunity for alternative work schedules that can include four, 10-hour workdays in a workweek; a nine-day, 80-hour schedule over two workweeks. This unit operates 24/7. Extended work hours near the start and end of each semester and during system upgrades and weekends may be required.

Background Check Statement

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Minimum Qualifications

Bachelor’s degree in Information Technology or closely related field AND 4 years providing instructional technology diagnostic and trouble-shooting support; OR any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved. Certificates from recognized programs that indicate mastery of tools and techniques relevant to the assignment may substitute for up to 6 months’ experience.

Department Statement

Enterprise Technology (ET) embraces its role as both an enabler and catalyst for advancing the vision and work of the New American University. We are a values-driven organization. Our commitments are reflected in all of the work we do in pursuit of operational excellence, the experience and delight of our community, and our strategic and innovation initiatives. Applicants must be eligible to work in the United States.
Join the team that sparks human-centered innovation

ET is a rapidly reconfigurable and entrepreneurial organization at ASU that prioritizes and
executes to meet the needs of our community of learners, faculty, researchers and staff. Our
work emphasizes autonomy, flexibility and distributed decision-making to leverage the strengths of individuals. Together, we embrace a culture that nurtures, engages and embraces diverse voices with a shared lens of positive community impact and expanded opportunities for collaboration.

Why join us?

Mission oriented. Everything we do is to advance ASU’s charter — measuring who we include and how they succeed. We are staunch champions of learner success and put people first.

Flexibility. Our hybrid work environment prioritizes personal autonomy and trust around how work gets done. Staff touch base in person a few times per week with freedom to decide how, when and where.

Culture forward. We embrace a Positive Core culture: Belonging, Relational, Authentic, Visionary and Empowered. The ET fabric weaves together diversity, equity and inclusion applied in our daily work and interactions.

Scale of impact. Our work changes the world. With 180k+ learners, faculty, researchers and staff, working with ET means you have the capacity to improve many lives and entire communities.

World-class, low cost education. Our professional development is built in! ET encourages staff to seek additional certificates and degrees via ASU’s top ranked programs with major tuition breaks.

Exposure to industry giants. ET partners with Amazon, Apple, Cox, Verizon, Salesforce, Alteryx and a diversity of technology companies to enhance our innovations and deepen their impact.

Desired Qualifications

• Experience with Canvas LMS administration
• Experience using/supporting current learning management system technology (Canvas)
• Experience supporting publisher tools integrated into the LMS (e.g. Pearson MyLabs, Mc-Graw Hill Connect)
• Experience supporting users of Proctoring software (e.g. Respondus Monitor, Honorlock, etc)
• Experience working in a Help Center/Call Center/Customer Service environment
• Experience working in a higher education environment, supporting faculty and administration
• Experience in designing, developing, implementing and revising online courses and course materials in a higher education environment
• Experience in troubleshooting and supporting faculty and students with technology
• Experience in writing, proofreading and editing instructional materials
• Experience authoring Knowledgebase articles/tutorials
• Experience working with Salesforce, ServiceNow, Bomgar, or In-Contact
• Experience with video conferencing solutions (Zoom, etc)
• Ability to model empathy, compassion and emotional intelligence
• Experience working in a values-led organization, emphasizing diversity, equity, inclusion and belonging
• Ability to help foster a safe psychological space for all teammates where everyone can thrive
• Ability to stimulate changes in individual, institutional, and corporate behaviors to create a more sustainable environment
• Ability to lead by example in communicating, participating and encouraging support of the institution’s sustainability programs

ASU Statement

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation’s fifth largest city. ASU champions intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.

ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco

Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report
In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.

Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources.

Essential Duties

• 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
• Take responsibility for fostering culture, advancing our values, and championing engagement in all its forms — collaborating across our teams as well as participating in ET/ASU events and programs
• Demonstrates commitment to valuing diversity and contributing to an inclusive working and learning environment. Advances our ET Affirmative Pledge.

Fingerprint Check Statement

This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.

Instructions to Apply

Application deadline is 3:00PM Arizona time on the date indicated.

Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position.

Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position.

ASU does not pay for travel expenses associated with interviews, unless otherwise indicated.

Only electronic applications are accepted for this position.

IMPORTANT NOTE: What is the meaning of “equivalent combination” in the minimum qualifications? It means one year of higher education or 24 credit hours, is equal to one year of experience. For example, a four year Bachelor’s degree is equal to four years of experience.