Blackboard Application Support Job in 92101
Laureate Global Products and Services is the online and U.S. campus-based group of Laureate Education, a leading international provider of higher education services. Our institutions include Walden University, a distance learning institution of higher education based in Minneapolis, Minnesota; the University of Liverpool based in Amsterdam, Netherlands; Kendall College, a leading higher education institution of culinary arts and hospitality management based in Chicago, Illinois; NewSchool of Architecture and Design, based in San Diego, California; Santa Fe University of Art and Design, an institute of art and design, based in Santa Fe, New Mexico and The National Hispanic University, based in San Jose, California.
Laureate Education, Inc. is a global provider of post-secondary education in countries throughout North America, Latin America, Europe, Asia, the Middle East and North Africa. Our accredited campus-based and online universities offer undergraduate and graduate degree programs to more than 650,000 students around the world.
We are headquartered in Baltimore, Maryland, but rely on the support of IT professionals across the country and around the world. Our IT department is driven by an entrepreneurial spirit, a commitment to teamwork, and a passion for creating effective solutions for our internal and external customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Perform tasks related to the provisioning, maintenance and archiving of user and course information, and other scheduled activities relating the end user experience.
- Monitor and perform tasks as they concern the overall operation of the LMS at the institutional domain level and support of end users, which includes but is not limited to:
- Communicate and document issues as they pertain to essential support and service using the Laureate Service Management System.
- Function as institutional relationship manager for outsourced support resources
- Monitor assigned and open/close tickets to seek fast resolutions
- Review all open tickets for update and resolution on a daily basis.
- Document, execute, and resolve the customer's issues based upon current service response and resolution times. (Service Level Agreements)
- Monitor all pertinent support queues to ensure work is moving in a timely and reasonable pace. Take appropriate action by notifying responsible parties of any potential bottlenecks, potential service level agreement failures, and breech of support service policies and procedures.
- Accurately escalate tickets by assigning to appropriate groups and following associated protocol.
- Use all available resources to resolve each reported problem within the current Service Level Agreement
- Work in collaboration with the Product Support and Delivery team to resolve course issues in a timely fashion.
- Support applications such as, but not limited to, Blackboard, eCollege, TurnItIn, CampusPack Fusion, and other learning applications.
- Participate in projects such testing and evaluating of new tools and rollouts of learning related software and applications, standards, processes and procedures and training.
- Performs miscellaneous job-related duties as assigned.
- Mentor and assist in training new domain administrators
TECHNICAL, MANAGERIAL, and PEOPLE SKILLS REQUIRED:
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Incumbents will be evaluated, in part, based on performance of each essential function. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Technology related Bachelor degree from an accredited institution, Master's preferred
- 3-5 years experience in higher education, experience with faculty support or instructional design support preferred.
- Knowledge of technical support best practices in an academic environment
- 3 years experience in LMS administration in a distributed computing environment, with Blackboard experience preferred
- 1 years in technical project management
- Experience with SDLC and project management best practices
- Familiarity with Student Information Systems, preferably SCT Banner
- Ability to work independently and as a team member
- Experience in liaisoning with Help Desk/end user support personnel
- Demonstrated problem solving skills
- Demonstrated ability to establish priorities, perform routine tasks efficiently and accurately
- Ability to gather data, compile information, prepare reports
- Proven analytic skills
- Knowledge of online course development process and principles
- Experience with Oracle preferred
- Experience with Unix preferred
- Experience with programming languages such as Javascript, XML, and PHP preferred
- Familiarity with IMS and SCORM compliance preferred
- Experience with podcasting and streaming video technologies preferred
- Excellent written and oral communication skills
EDUCATION and/or EXPERIENCE:
Technology related Bachelor degree from an accredited institution, Master's preferred
BUSINESS COMPETENCIES:
- Technical Knowledge
- Sensitivity to Customer Needs
- Ability to Remain Focused
- Leadership Skills
- Excellent Oral and Written Communications Skills
- Detail orientation, and the ability to record, organize, and communicate detail
- An interest in people, and the ability to grow relationships
- A broad technical knowledge base, with the ability and desire to keep informed of emerging technology.
- Skill in organizing and motivating resources, and the ability to drive and account for work
- A propensity and willingness to learn new technologies
Laureate Education, Inc., and all of it subsidiaries or affiliates, are equal opportunity employers. EOE