Learning Support Specialist, Curriculum Systems - Learning Support

Curriculum Systems - Learning SupportUS Exempt RegularFull timeStateside Exempt 1.3Location: Adelphi, MD (Hybrid)

Summary:

The Learning Support Specialist is a member of our Learning and Innovation team. The Learning and Innovation team is at the forefront of developing learning experiences in a technically rich environment, contributing to many UMGC initiatives. The Learning Support Specialist is a key contributor to the team responsible for applying course updates and troubleshooting functionality issues for online courses in a higher education environment. This team member will contribute to effectively supporting and maintaining platforms and technologies that enable next-generation learning experiences. This includes but is not limited to, learning management systems, content management systems, and third-party and custom-developed learning technologies. Core skills required in this role include excellent communication, problem-solving, and the ability to learn and work across many technologies. 

Please note: The core hours for this position are 11am—7pm Eastern Time. This position also requires commitment to being on call for critical issues during assigned weekends and holidays.

Duties and Responsibilities:

• Process content change requests and maintain content versioning.  

• Effectively address support requests related to learning technology; responsible for research and development of resolutions to new and emerging issues that require the highest level of technical expertise for the supported platforms.  

• Provide high-quality written communication to collaborate professionally with customers and other departments, document ticket resolution, and contribute towards team process and product documentation repository. 

• Effectively lead meetings with stakeholders to gather course updates and trouble-shooting needs.   

• Generate reports for the ticketing system, learning management, and content management systems; recognize, and act on inconsistencies in data and escalate issues. 

• Perform testing, analyze testing results, and report errors to appropriate teams. 

• Create user stories for bugs, enhancements, or new technologies. 

• Provide training and technical assistance for applicable systems or processes to customers and team members, as needed. 

• Provide excellent customer service. 

• Execute project plans related to learning technology and content management-related processes and initiatives.  

• Manage user accounts, groups, and permissions for supported content management systems. 

• Perform other job-related duties as required.

Skills:

• Proficient in the use of Microsoft Office products 

• Excellent technical writing 

• Able to work independently and on a team 

• Passion for new technologies and education  

• Excellent communication, organizational, and time management skills  

• Able to concurrently manage multiple assignments and deadlines

Education & Experience Requirements:

Experience:

• Experience working in a learning management system (LMS) in an elevated role, such as an administrator or content developer 

• Experience working in a customer-facing role providing high-quality customer service in a professional environment 

• Experience identifying potential risks and opportunities, root cause analysis, and problem-solving 

Preferred Experience Requirements:

Education:

• Bachelor's degree

Experience:

• Experience administering Learning Management Systems, preferably D2L Brightspace and/or Content Management Systems (running reports, configuring settings, testing, etc.) 

• Experience with sound project management methodology and skills 

• Basic knowledge of HTML, HTML5, and CSS

All submissions should include a cover letter and resume.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.

Workplace Accommodations:

The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC's Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at employee-accommodations@umgc.edu. 

Benefits Package Highlights:

• Generous Time Off: Enjoy 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 15 paid holidays (16 during general election years). For part-time employees, time off rates will be prorated based on the number of hours worked.
• Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date.
• Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance. Part-time employees working less than 0.5 FTE are not eligible for LTD.
• Flexible Spending Accounts: Available for medical and dependent care expenses.
• Retirement Plans: Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS).
• Supplemental Retirement Plans: include 401(k), 403(b), 457(b), and various Roth options. The university does not provide matching funds.
• Tuition Remission: Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated.

Hiring Range:

$69,200.00 - $92,500.00