Job Description

The LMS Administrator provides technical support and operational management for the Learning Management Systems and related Learning Systems. The role is responsible for monitoring Production Learning applications, managing ITSM lifecycle operations and support activities, working with internal and external customers to promptly resolve issues, and interfacing with vendors regarding complex application issues. This role regularly interacts with a range of staff and leaders and therefore requires a mature set of customer service skills. 

This Learning Management System (LMS) Administrator is responsible for working with several stakeholders to provide first- and second-line triage of production technology incidents and works with product managers to prioritize and implement application improvements or to resolve software defects. They are responsible for learning the products they support and leveraging that support knowledge to align priority and escalate or de-escalate incident response and resolution when needed. 

Essential Functions:   

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• Platform Setup and Customization: Configure the applications to align with the organization’s needs, including branding and user interface adjustments.
• Content Access: Oversee the availability of learning materials such as text, images, quizzes, and videos.
• User Management: Manage user accounts, roles, and permissions, ensuring appropriate access to resources.
• Technical Troubleshooting: Diagnose and resolve technical issues to ensure a smooth learning experience.
• Security and Compliance: Ensure data security and compliance with privacy regulations.
• Integration: Support integrations with other software systems to create a seamless digital experience.
• Reporting and Analytics: Action reports on user activity, course completion, and other metrics to evaluate the effectiveness of the applications.
• Training and Support: Provide training and support to partner support staff, including creating user guides and conducting training sessions.

Supervisory Responsibilities: This position has no formal supervisory responsibilities.

Required Qualifications

• Three (3) years of relevant professional experience in an LMS application technical support role OR Equivalent combination of education and experience.
• Strong technical skills and familiarity with at least one LMS application such as D2L Brightspace, Blackboard Learn, and Canvas.
• Strong ability to analyze and decompose issues that affect internal or external users and use critical thinking skills to identify and propose a workaround or resolution.
• Strong working knowledge of web application technical dependencies to include: web application hosting; web application authentication and authorization; personal computer resources; web browser performance; digital file storage and sharing; and network connectivity requirements.
• Ability to design and implement metrics and reporting to hold LMS application vendors accountable for performance.
• Proficient in business productivity software (Microsoft Word, Excel, PowerPoint, Outlook, Internet browsers)
• Strong ability to provide concise status reports that do not require verbal clarification.
• Communication Skills: excellent communication skills to collaborate with internal clients and provide user support.
• Organizational Skills: strong organizational skills to manage multiple tasks and projects simultaneously. Ability to prioritize and manage competing priorities (some with aggressive time limits) when priorities and workload can change over time.
• Strong ability to coordinate, manage, and work in cross functional teams.
• Strong ability to work with corporate users from multiple job levels to achieve results.
• Proven record of accomplishment working in a collaborative, virtual team environment.
• Complete duties and assignments with minimal supervision and before deadlines.
• Ability to be on-call after hours for business-critical support when needed. Called for support typically 1 time every 6 months outside normal working hours of 8am – 6pm Eastern.
• Ability to support after-hours maintenance activities when needed. This occurs on average 1-2 times per month for a brief amount of time.
• Ability to clear the required background check.

Certificates and Licenses: None required.

Desired Qualifications: 

• Familiarity with the administration of LMS Tools such as Canvas, ClassLink, Clever, Engageli, Kaltura Meeting Experience, Progress Learning, Respondus Lock Down Browser, and TurnItIn.
• Familiarity with HTML language to update banner notices, courses, or user data.
• Familiarity with troubleshooting web page issues using browser diagnostic tools e.g. (iframe usage, embedded content support).
• Experience using Postman for REST API for support use cases.
• Experience working in the education technology industry.
• Knowledge of best practices for software development and release lifecycle
• Experience managing incidents using an issue management tool such as ServiceNow or equivalent ticket system.
• Two (2) Years’ experience leading meetings and project planning for maintenance activities with multiple stakeholders, and holding operational readiness reviews with staff from multiple support groups including vendor support staff
• Familiar with EdTech industry Learning Tool standards from the 1EdTech Consortium (formerly known as the IMS Global Learning Consortium).

Work Environment:  

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This is a home-based position

Compensation & Benefits: 

Stride, Inc. considers a person’s education, experience, and qualifications, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employee’s salary level. Salaries will differ based on these factors, the position’s level and expected contribution, and the employee’s benefits elections. Offers will typically be in the bottom half of the range. 

We anticipate this position will pay $30.25- $$75.41per hour. This is a temporary/contractor role, and you will be an employee of Randstad. This salary is not guaranteed, as an individual’s compensation can vary based on several factors. These factors include, but are not limited to, geographic location, experience, training, education, and local market conditions. Randstad offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off.

Job Type

Contractor

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.

If you are a job seeker with a disability and require a reasonable accommodation to apply for one of our jobs, you can request the appropriate accommodation by contacting stridecareers@k12.com.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Stride, Inc. is an equal opportunity employer. Applicants receive consideration for employment based on merit without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or any other basis prohibited by federal, state, or local law. Stride, Inc. complies with all legally required affirmative action obligations. Applicants will not be discriminated against because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.