Compensation Range:

Hourly: $22.00 – $27.71

Position Summary

With general supervision, this role provides operational and technical support for faculty, staff, and students as it relates to the online learning management system (LMS), and interconnected processes, applications, and websites, including the Student Information System (SIS) and integrated third-party digital assets, for the National University (NU) Online Learning and Instructional Support unit. This position serves as an online learning advisor for the learning management system (LMS) and related applications, performing a range of services including, basic to advanced technical and end-user support, online foundation training course facilitation, quality assurance, faculty textbook procurement, and open education resource integrations, as it adheres to standard operating procedures and online learning policies. Collaborates with key stakeholders including, OSI leadership and staff, NU administration, system affiliates, academic program directors, and lead faculty to assess and resolve short- and long-term needs as it relates to online learning and instructional support. This role exhibits an understanding of cross-functional knowledge between various departments that will be leveraged to ensure accuracy of data and related processes are communicated appropriately to all impacted stakeholders.

Essential Functions:

• During published hours of operations, including nights and weekends, this position reviews, resolves, and responds to inbound/outbound phone calls and emails from faculty and staff regarding operational and technical support requests for the learning management system and related applications, adhering to established service level agreements.
• Communicates requests or issues requiring advanced support, or resources from another department to appropriate stakeholders, maintaining contact until completed. 
• Provides advanced student support for the learning management system and related applications upon internal consultation, referral, or electronic form submission from another department. 
• Facilitates  faculty training sessions, instructing new faculty on best practices and procedures for teaching in an online learning environment; this includes one-on-one training and consultations by appointment.
• Conducts quality assurance checks, for new courses in development, as needed, and monthly for courses created during term setup, to ensure link and tool functionality, content availability; resolving technical issues and escalating higher level issues when applicable.
• Maintains a running database of all online master course versions used for term setup and analytics.
• Creates and delivers course or user activity reports as requested.
• Reviews and processes faculty desk copy and textbook review requests, verifying eligibility and accuracy of data within the Student Information System (SIS), and communicating with additional stakeholders, when applicable, prior to approving or denying the request.    
• Coordinates term setup and provides limited operational and technical support for select National University System Affiliates.
• Contributes to new digital asset product or enhancement testing, evaluation, and implementation.

Supervisory Responsibilities: N/A

Requirements:

Education & Experience

• Bachelor’s degree, or equivalent experience
• Minimum of three (3) years of experience using computers and web-based applications required.
• Minimum of  one  (1) year of experience working in one (1) or more of the following areas in an institute of higher education, or other professional setting, such as information technology, e-learning, instructional design, financial aid, student services, admissions, or customer service required. Call center experience preferred.

Competencies / Technical / Functional Skills

• Demonstrated Microsoft Excel, Outlook, PowerPoint, SharePoint, and Word experience required. Microsoft One Drive, Access preferred.
• Demonstrated experience working with a Learning Management System (LMS), , IT Service Management or ticketing system (ITSM), Student Information System (SIS), and/or similar Database systems required.
• Strong interpersonal skills and the ability to challenge, influence and effectively communicate through email, phone, or in person required.
• Excellent oral and written communication skills required.
• Proficient knowledge of HTML and graphic design programs preferred.
• SQL Developer experience preferred.
• Ability to participate as an active team member of the team and organization and work toward a common goal. Contributes fully to the team effort and plays an integral part in the smooth running of teams without necessarily taking the lead.
• Ability to excel in a deadline-oriented, dynamic and fluid environment that values creativity, ownership, and collaborative teamwork
• Ability to drive towards achieving measurable and challenging goals to support organizational success.
• Accepts personal accountability, proactively seeks resolution for personal limitations head-on; and demonstrated strong work ethic, level of trust and dedication to delivering quality work
• Actively seeks to influence, build effective relationships and gain alignment with peers, functional partners and/or external partners to accomplish business objectives. 
• Makes well‐informed, effective, and timely decisions, even when data is limited, or solutions produce unpleasant consequences; perceives the impact and implications of decisions.
• Strong interpersonal skills and the ability to effectively communicate with a wide range of individual of constituencies in a diverse community.
• Strong organizational skills with ability to track details, problem-solve, meet deadlines, multitask and follow through with work plans
• Demonstrates concern for and attends to the needs of internal and external customers; reflecting both as a priority.
• Projects a sense of empathy and understanding when dealing with others.
• Willingly supplies answers and resources that the customer (internal or external) finds satisfying.
• Responds in a timely manner and provides updates, as needed, to internal and external customer inquiries.
• Focuses on problem resolution and learning, not on the assignment of blame.

Travel: No Travel Required

Location: Remote, USA

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Candidate receiving offers will be offered a salary/pay rate commensurate with experience that vary based on a candidate’s qualifications, skills, and competencies.  Absent exceptional circumstances, candidates will be offered a salary within this range for this position. The minimum salary will be offered based on the minimum exemption threshold based on state of residency. Base pay is one component of National University’s total rewards package, as we are dedicated to supporting the needs of the “whole you” with our holistic approach to employee benefits by offering comprehensive well-being benefits for you and your family.  For full details about our benefit plan offerings, please visit benefits.nu.edu. For Part-time benefits, please click here.

National University is committed to maintaining a high-quality workforce representative of the populations we serve. National University employs more than 4,500 faculty and staff and serves over 45,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows students, faculty and staff to develop their interests and talents while experiencing a sense of community. With programs available both online and at our many campus locations, National University is a leader in creating innovative solutions to education and meeting the needs of our student population, including adult learners and working professionals.

National University (NU) is proud to be an equal opportunity employer and does not discriminate against any employee or applicant per applicable federal, state and local laws. At NU, a mix of highly talented, innovative and creative people come together to make the impact of a lifetime for each of our student learners. All qualified applicants will receive equal consideration for employment, education, and admission at National University.