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.