LMS Support Analyst

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

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described.

• 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 emergency situations affecting normal operations of the learning management systems

• 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.)

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

• 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