Coordinator Instructional Support at University of North Florida in Jacksonville, FL

Job description

Department Office of Teaching & Learning (OTL), Online Learning Support Compensation $51,000.00 to Negotiable Annual General Description / Primary Purpose The Coordinator, Instructional Support in the Office of Teaching and Learning provides advanced end-user support for the university’s learning management system and functional support for other digital teaching and learning platforms and services. The position develops documentation and support procedures, tests system changes, coordinates with vendors and technical partners, supervises part-time support staff, and reports service metrics and operational needs. The Coordinator collaborates with faculty, students, OTL colleagues, and campus partners to promote reliable and effective use of university-supported online learning technologies. This is an on-campus position. Job Function Provide tier-three support for the university learning management system and tier-one support for other university-supported digital teaching and learning platforms and services through phone, email, virtual, and in-person channels. Diagnose and resolve complex user and system issues; document troubleshooting activities and resolutions; maintain accurate records of work performed; and coordinate escalations with technical staff, vendors, and other support personnel. Supervise, train, schedule, and evaluate assigned part-time staff who provide end-user support for learning management system features and other digital platforms. Develop, implement, maintain, and continuously improve internal documentation, knowledgebase resources, processes, and procedures for supporting faculty, students, and OTL staff using assigned systems and services. Collaborate with the Coordinator Training and other Instructional Support colleagues to develop clear, accurate, consistent, and accessible end-user documentation and resources for multiple instructional systems. Develop and carry out plans for application upgrades and implementation of new learning management system functionality and related instructional software by testing new features, tools, integrations, and upgrades and validate results before or after release as appropriate. Coordinate with vendors, Information Technology Services, and campus partners on the implementation, support, troubleshooting, and improvement of tools and services integrated with the learning management system. Participate in university learning management system team meetings and relevant cross-functional projects and communicate system changes, support needs, risks, and operational impacts to appropriate stakeholders. Collect, analyze, and report support metrics, learning management system requests, recurring issues, service trends, and operational needs to Instructional Support leadership and use findings to recommend process and service improvements. Interpret and apply university policies, standards, and procedures; recommend procedures for the effective support of faculty and students; provide occasional evening or weekend virtual support with flextime; and maintain the confidentiality of student and faculty information in accordance with institutional policies and applicable laws. Marginal Functions Other duties as assigned. During declared campus emergencies, this position may be required to perform specific job-related duties at a designated off-campus location or place of residence. Supervision Received General supervision. The incumbent independently manages a variety of complex support and technical responsibilities within established guidelines, develops procedures for assigned functions, exercises considerable professional judgment while work is in process, and receives direction on new assignments and institutional priorities. Required Qualifications Master's or Bachelor's degree and 2+ years of relevant experience, or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219. Statement(s) of Understanding This position requires a background