Learning Support Specialist

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Summary:

VCU is seeking an individual to provide instructional technology support for applications managed by the Learning Systems team. The Learning Support Specialist will focus on guiding end users directly in their use of the Learning Management Systems (LMS) - Canvas and Canvas Catalog, Content Management Systems (CMS) - T4 and Right Answers, and Video Management Systems (VMS) - Kaltura by leading or assisting faculty workshops, providing individual faculty consultations related to the various technologies, creating and maintaining user support documentation through the use of knowledge bases, resolving issues with centrally supported tools that supported by Learning Systems, and collecting relevant metrics related to system usage and support.

Technology Services MBU

Academic Technologies

VCU is seeking an individual to provide instructional technology support for applications managed by the Learning Systems team. The Learning Support Specialist will focus on guiding end users directly in their use of the Learning Management Systems (LMS) - Canvas and Canvas Catalog, Content Management Systems (CMS) - T4 and Right Answers, and Video Management Systems (VMS) - Kaltura by leading or assisting faculty workshops, providing individual faculty consultations related to the various technologies, creating and maintaining user support documentation through the use of knowledge bases, resolving issues with centrally supported tools that supported by Learning Systems, and collecting relevant metrics related to system usage and support.

• Strong critical thinking skills that apply to the analysis of procedures and development of optimal solutions with a working knowledge of technical support fundamentals and applications (i.e., Google Workspace, web browsers, operating systems). Experience with collecting and analyzing support metrics.
• Strong written and verbal communication skills and ability to communicate effectively in written procedures and the development of user guidelines.
• Demonstrated experience with leading initiatives to enhance user support for online teaching and learning.
• Ability to maintain collaborative relationships with other departments and key personnel, as well as with peers in a team-oriented environment.
• Ability to plan, organize, and prioritize work assignments independently and flexibly.
• Candidate MUST reside in the EST US time zone.
• A commitment to VCU’s core competencies of accountability/integrity; achievement; collaboration; innovation; and service excellence.
• Demonstrated ability to work in and foster an environment of respect, professionalism and civility with a population of faculty, staff, and students from all backgrounds and experiences, or a commitment to do so as a staff member at VCU.

• Experience with Learning Management Systems and related technologies, used in an academic environment.
• Experience leading or assisting with academic workshops, effectively planning and delivering training to a diverse group of learners, and promotional planning and communication for new features/tools, workshops, or events.
• Working knowledge of providing service or support in an academic environment, including knowledge of relevant policies, procedures, and legal requirements (i.e., FERPA, HIPAA, etc.).
• Experience using the Canvas Learning Management System in a production environment.
• Demonstrated experience providing end-user support, training, and documentation for a major system upgrade or replacement.
• Ability to interact with academic professionals, assess needs, and collaborate with teammates and leaders to recommend solutions.

$45,000 - $52,000

All full-time university staff are eligible for VCU’s robust benefits package that includes comprehensive health benefits, paid annual and holiday leave granted up front, generous tuition benefits, retirement planning and savings options, tax-deferred annuity and cash match programs, employee discounts, well-being resources, abundant opportunities for career development and advancement, and more.

Exempt

40

No

No

Hybrid

24211N - Specialist IT 1