Description

The Department of Information Technology Services at West Virginia University is currently accepting applications for an Associate Applications Administrator.

About the Opportunity

The Associate Application Administrator position (Professional Technologist 2) is a hands-on functional position with a focus on SOLE, the custom learning management system used at the WVU Health Sciences Center. This opportunity will sit fully remote. The position is responsible for providing application administration, troubleshooting and support for the portfolio of WVU’s department of Teaching and Learning Applications portfolio, including SOLE, some work with Blackboard Original and Blackboard Ultra, and other supported systems. This position assists with a wide scope of Teaching & Learning application support via ticketing systems, emails, and phone calls. Responsibilities include collecting data from customers, online course creation, enrollment requests, and application troubleshooting.

We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:

37.5-hour work week
13 paid holidays (staff holiday calendar)
24 annual leave (vacation) days per year (employee leave)
18 sick days per year (for when you’re ill, for when you need time to care for sick family, for your own, or your family’s, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)
WVU offers a range of health insurance and other benefits
401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information? Check out retirement health insurance benefits, retirement income, and FAQ’s.
Wellness programs
What you'll do:

Collaborate and communicate information clearly, accurately, and timely to technical and functional staff. Disseminate complex information to others in a way that’s easy to understand.
Gather thorough information from customers, collect and analyze data.
Coordinate with team to escalate issues as needed (triage).
Provide technical support and administration of multiple operational applications for faculty, staff, and students. Primarily focused on SOLE, but also including Blackboard (eCampus), eCampus Request System (eRS), collaborative 3rd party applications for class activities and lecture recordings (such as Turnitin, Voicethread, Mediasite, Respondus, and Panopto), and other instructional technology / student evaluation tools.
Adhere to product/system maintenance schedules when performing system implementations and systems upgrades.
Evaluate and perform user requests for course creation, course access, and granting appropriate level(s) of course access.
Troubleshoot incidents, reported by business units or end users.
Perform end-user testing, validation, and feedback for monthly LMS updates/releases, as well as intermittent patches and bug fixes.
Participate in a rotational on-call after-hours schedule as assigned.
Serve as backup to other positions as necessary within the unit.
Assist with HSC custom applications updates.
Assist with the development and/or performance of test plans for new and existing services and applications.
Develop knowledge of best practices within the institution, the Higher Education industry and in private environments to ensure the successful implementation of technology solutions within the production environment, to include vendor support, vendor ticketing, attending office hours and taking notes during weekly vendor meeting(s).
Develop application support documentation that will be published in an enterprise knowledge management system

Qualifications

Bachelor’s degree
A minimum of two (2) years of experience involving:
Information Technology
Troubleshooting
Customer Service
Data Analysis
Any equivalent combination of related education and/or experience will be considered.
All qualifications must be met by the time of employment.
Knowledge, Skills and Abilities

Quickly learn and support new and changing technologies, administer and support Teaching & Learning applications
Troubleshoot complex technical problems
Self-motivated and goal oriented
Excellent written and oral communication skills (including the ability to communicate highly technical issues and resolutions to non-technical users)
Office365