Learning Support Specialist

Instructional Design

Full Time, Exempt Regular, Pay Grade 1.3

Location: Hybrid (Minimal onsite presence required)

The Learning Support Specialist plays a vital role in maintaining high-quality learning experiences in a technically rich environment. This team member will contribute to effectively supporting and maintaining learning experiences and content that enable next-generation learning.

Success in this position requires strong communication skills, effective problem-solving abilities, and the capacity to learn and work across a wide range of technologies.

Please note: Core working hours for this position vary individually between 9:00 AM and 7:00 PM ET, based on business needs and in alignment with team and role-specific requirements.

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.
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.
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:

Education: Bachelor's degree, preferred

Experience:

2+ years' experience developing or maintaining digital learning experiences and content, preferably in a higher education setting
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:

Experience:

Experience applying WCAG 2.1 AA accessibility standards to digital learning experiences
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.

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Learning Support Specialist

University of Maryland Global Campus

3501 University Blvd E, Adelphi, MD 20783, USA