• LMS Application Support Analyst - SS09-34W

SUPPORT STAFF     
POSITION OPPORTUNITY
COMPETITION NO.     SS09-34W 
NEW POSITION  ( )     FULL TIME  (X)
REPLACEMENT (X)      PART TIME ( )

POSITION INFORMATION:

Job Title: LMS Application Support Analyst
Payband:   J
Salary:         Starting rate:      $  31.16; Four year rate:   $ 36.13   
Department: Instructional Computing
 Hours:   35 hours per week; Mon.- Fri. 8:30 a.m. - 4:30 p.m.
Reporting to: Manager, Instructional Computing   
Campus Location: Oshawa

SUMMARY OF DUTIES:

The incumbent is responsible for providing solutions for problems that occur within the instructional systems including the current learning management system (LMS). The incumbent also provides solutions related to problems that occur with the interfaces between the LMS and the integration with the Enterprise Resources Planning (ERP) application (Banner), MyCampus (also known as Luminis) and other applications. These solutions may be created, through research and analysis, by the incumbent or may be provided by the vendor of the various LMS and ERP applications.
LMS Application User Support:

  • Provide incident and problem solutions as escalated from personnel providing level  2 application support. These issues are related to application maintenance or functionality. These escalations are communicated via a trouble report tracking application, by e-mail, face-to-face communication or other means.
  • Update and enter support requests with clear and concise data that accurately reflects the actions taken and the resolution applied.
  • Communicate with application vendors to provide details of problems that cannot be resolved by the institution's LMS team.
  • Escalate within the vendor's organization any problem reports that are not being resolved in a timely manner as per institution service demands or based on service level agreements created with vendors.
  • Monitor, track and report on application critical functions on a regular basis as required by the application business requirements.
  • Create, maintain and assist in developing policies for the functions of the application and the administration of the application.
  • Participate in the development and ongoing maintenance of documentation for the application.
  • Liaise with the Innovation Centre in supporting faculty use of the LMS and campus portal.  Respond to concerns or issues from Innovation Centre promptly.
  • Create cross-listing linkages in LMS prior to semester opening as per faculty requests. Serve as a subject matter expert in cross-listing and templates.
  • Respond to application user reports or requests by various means such as trouble reporting tools, e-mail, phone, face-to-face visits or participating with an instructor in a classroom setting.
  • Consult with course developers to create solutions to process and support non-standard users/objects in the LMS system (example: Teacher Assistants, Apprenticeship students etc). 
  • Research and review application updates provided by the application vendor to proactively enhance the application and resolve issues.
  • Responsible for backing up and archiving LMS courses as required. Ensure database administration staff provides appropriate application data backups.
  • Monitor system reports and statistics. Create scripts to generate statistics where requested by manager and compile data into visually effective documentation.
  • Design, test new features, and setup environment for additional functionality such as uploading grades from LMS to SIS.
  • Responsible for implementing changes to resolve issues that may require system outages. If an outage is required, the incumbent is also responsible for gaining approval for the outage from management levels, communicating this outage to IT Helpdesk, and communicating during and after the outage work with management and IT Helpdesk.
  • Responsible for monitoring changes made to systems to ensure that issues are resolved and that no new issues arose from changes made.
  • Participate in research and personal training on technologies and applications that may be effective for maintaining the currency of the application with reference to application user requirements.
  • Provide training to member of the LMS team or other teams on application features or enhancements.

QUALIFICATIONS:

  1. Three year diploma or equivalent in Computer Science or Information Technology.
  2. Minimum of five years of computer-related experience, including four years experience administering, supporting, troubleshooting, tuning and testing an integrative system, preferably a LMS.
  3. More than three years working in production environments that require a complex integration using computer programming and SQL script coding.
  4. Extensive experience in web technologies, in particular multi-tiered web based applications and the J2EE platform, plus an in-depth knowledge of current programming languages such as SQL, PERL, HTML, XML, UNIX shell scripting and JAVA and working knowledge of relational databases, preferably Oracle.

All interested candidates are to submit full, updated resumes to jobs@durhamcollege.ca, quoting competition number SS09-34W.  Applications will be received until suitable candidates are found.