Description
The Instructional Technology Coordinator exhibits technical and professional expertise in support and communication to faculty, students, and internal employees in the strategy, implementation, troubleshooting and resolution of advanced technical questions related to PMI educational software applications including but not limited to Learning Management Systems, third-party extensions, web portals, SIS, and CRM systems.
Tucson, Arizona preferred with additional Arizona and remote locations considered.
This position will involve creation and management training courses and guides, knowledgebases, FAQs, support documentation, and systematic testing and/or pilots of existing and new technology.
This person will collaborate closely across multiple PMI departments and serve as an institutional champion for instructional technology approaches, techniques, and processes.
Relies on time management, decision-making, planning, and organizing skills to prioritize tasks and adapt to daily stressful situations. Leverages web-based communication, phone, email, and/or chat (e.g. Slack) to provide support and guidance.
The Instructional Technology Coordinator is responsible for supporting faculty, students, and staff in the strategy planning, training, and implementation of optimal approaches in the use of third-party software applications used with PMI online courses. Collaborates with users and third-party software vendors including publishers to resolve advanced technical support questions.
ESSENTIAL FUNCTIONS
- Platform Expertise. Serve as a PMI expert on various technology tools, software, and systems and their application to existing and future online courses, workflows and new product offerings. Prioritize and quickly respond to advanced technology-related support requests coming from faculty and/or students through support tickets, email, and/or other means related to PMI applications including the Blackboard LMS and third-party LTI extensions, plug-ins, web portals, and other related and integrated software applications.
- Communication. Use excellent analytical, verbal, written, and presentation skills to provide concise instructional guidance, communicate clear processes and strategy, and answer technical questions and solve problems. Manage escalated issues and liaise as appropriate with PMI peers and management for discussion and review. Capable of team collaboration, building strong relationships, and situational empathy.
- Documentation. Define, create and maintain necessary training materials, knowledgebases, FAQs, guides, and processes to improve the user experience and overall operational efficiency.
- Testing. Capability to conduct systematic testing and troubleshooting of existing LMS software functionality and integrations, new software applications being considered, and advise on new technologies and/or processes that might be considered for use. Understands and applies project management techniques.
MINIMUM QUALIFICATIONS
- Bachelor's degree in Educational Technology, Computer Science, or related field
- A minimum of 3 years of experience working directly with educational technologies in an academic setting, including understanding of industry standards
- Comprehensive knowledge of computers, software, and troubleshooting techniques
- Comprehensive knowledge of educational technology tools such as the Blackboard LMS (Ultra preferred), Panopto, and third-party LTI integrations, most specifically from publishers including McGraw Hill, Cengage, Elsevier, and VitalSource.
- Demonstrated technical writing skills with ability to quickly learn and document technology functionality
- Demonstrated ability to think creatively and solve problems
- Excellent customer service and communication skills
- Experience and familiarity with basic coding techniques, such as HTML
- Displays passion for technology, intrinsic curiosity, proactivity, and desire for learning.
- Working knowledge of help desk software
GENERAL COMPETENCIES
- Good interpersonal skills with an ability to communicate with all users in an effective and efficient manner while building a strong working relationship.
- Ability to multitask.
- Strong analytical skills and ability for conceptual thinking.
- Positive attitude, self-motivated and must be able to accept responsibility for own actions.
- User-focused, understanding user needs and the importance of providing solutions to satisfy short and long-term objectives.
- Must be proficient and knowledgeable about all PC, Mac, and mobile applications including operating systems and browsers.
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