"Course Maintenance Operations Specialist"

Summary:

Course Maintenance Operations Specialist works on the team focused on next generation learning experiences. The Learning and Innovation team is at the forefront of developing learning experiences in a fast-paced and technically rich environment contributing to many UMGC initiatives. The Course Maintenance Operations Specialist will support and integrate solutions for innovative learning using new approaches and technologies. This team member will support the Course Maintenance Manager to contribute to the effective integration, support, management, and sustainability of platforms and technologies that support next generation learning experiences. Including but not limited to learning management systems, content management systems, and third party and custom developed learning technologies. Relationship management, transparent communication, and culture are also core responsibilities in this role.

Duties and Responsibilities:

Course Maintenance Operations

• In collaboration with the Course Maintenance Manager, organizes and coordinates implementation of project plans to ensure compliance with overall strategic plans, goals and unit objectives, as well as maintenance of optimal operating efficiency.
• Assist in planning, organizing, and coordinating functions relating to the L&I and CM team operations.
• Support improvement relating through the generation, analysis, and delivery of Course Maintenance ticketing data.
• Relationship management with internal and external teams to support Course Maintenance processes.
• Support the coordination and reporting of high LOE or special interest tickets.

Course Maintenance Support

• Troubleshoot and resolve tier 3 support requests.
• Process content change requests and maintain content versioning.
• Create user stories for bugs, enhancements or new technologies.
• Author and maintain process and product documentation.
• Develop training materials to assist end users with the use of learning technologies.
• Provide training and technical assistance for applicable systems or processes.
• Provide excellent customer service.
• Execute LMS and CMS project plans.
• Perform other job-related duties as required.

Learning Management System (LMS)

• Assist in implementing and testing LMS features and functions.
• Support the integration of third-party tools and LTIs.
• Support the Model Sign Off Process for programs and courses.
• Create reports and analyze data from the LMS and LTI tools.

Content Management System (CMS)

• Manage user accounts, groups and permissions for supported content management systems.
• Generate reports for the content management systems.
• Initiate and approve workflows and content publishing within the CMS.
• Monitor and troubleshoot integrated system transactions and manually run feeds as needed.

Skills:

• Experience developing learning content in a learning management system (LMS)
• Proficient in the use of Microsoft Office products
• Excellent technical writing
• Experience identifying potential risks and opportunities, root cause analysis and problem solving
• 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

Preferred Experience Requirements:

Education:

Bachelor's Degree

All submissions should include a cover letter and resume.