LMS Administrator and Customer Success Manager

ISTE - Arlington, Virginia or Remote - Full time

Welcome to the International Society for Technology in Education (ISTE), home to a passionate community of global educators who believe in the power of technology to transform teaching and learning, accelerate innovation and solve tough problems in education. ISTE is seeking a LMS Administrator & Customer Success Manager, which is a unique opportunity to have a global impact on delivery of professional learning to educators during a very pivotal time. The desired candidate for this role is responsible for configuring, maintaining, and overseeing ISTE’s Learning Management System (LMS) application, integrated ecosystem, data governance and customer, sales and billing support. ISTE uses Brightspace as our primary application and environment of choice to deliver online instruction for use with virtual, hybrid, and instructor-led environments. Supporting areas of responsibility also include the ISTE Credentialing platform (Badgr) and Salesforce. 

Position Specific Duties

  • Leads the effective implementation and ongoing maintenance of the LMS and supporting solutions including credentialing, content, and technologies, roles, users, security, internal system notifications and other user accounts;
  • Creates and executes a long-term plan for learning management system growth and improvement;
  • Establishes and configures the LMS, including new course setup/configuration and testing;
  • Manages the testing and evaluation of new features and tools that integrate with the LMS by facilitating and managing vendor vetting and training;
  • Creates systems and workflows to ensure that all course resources are properly set up and available;
  • Consult with instructional designers, staff and other users of the LMS environment to support the integration and development of features and customizations for the Brightspace LMS application;
  • Collaborate with stakeholders to make recommendations on overall UX/design, data capability and functionality;
  • Collaborate with Instructional Designers to build course shells, make technical updates to courses as needed, and document product development processes;
  • Provides help resources and training including instructional videos, how-to guides, and FAQs related to the usage of the learning management system, instructional technology, and documents relevant data about each external learning tool in a central repository.;
  • Utilizes project management best practices to ensure successful development/implementation of courses & tools within the LMS, including LTI/SCORM configurations;
  • Tracks usage of tools and the learning management system features to provide reports on trends and creates and executes a plan to address those issues and trends;
  • Facilitates the escalation and resolution of issues connected to the learning management system and/or external tools;
  • Configure, administer, maintain, update and document the Brightspace LMS environment;
  • Partner with internal and contractor development teams to support the integration of other related applications;
  • Participates in the initiation and completion of projects involving the Brightspace LMS environment;
  • Leads support activities to ensure efficient and effective resolution to course problems and trends by creating and maintaining system and process workflows;
  • Respond to user inquiries and requests for LMS-related assistance as escalated through the support process;
  • Supports Sales and Finance related efforts;
  • Other duties as assigned.

Education and Experience

  • Bachelor’s Degree in Education Technology or equivalent combination of work experience and education.
  • Technical certifications or coursework related to LMS administration.
  • Minimum 3 years of learning management system maintenance and administration in Brightspace (preferred) or other modern LMS.
  • Demonstrated ability to create systems and process that support the effective management of the LMS and connected systems
  • Minimum 3 years experience integrating tools and technologies
  • Minimum 3 years of application management or leadership experience
  • Proven ability to effectively communicate with customers, staff, and senior leaders.

Skills

  • Experience managing multiple external vendors, solutions and integrated environments
  • Background in instructional or educational technology
  • Experience in Applications administration
  • Experience with Salesforce and EDA
  • Experience with Badgr and Open Badges standards
  • Advanced proficiency with MS Office/G-Suite
  • Experience troubleshooting complex and integrated systems
  • Excellent Customer Service Skills
  • Experience providing training
  • Strong verbal and written communication
  • Advanced proficiency integrating external tools into the learning management system (preference for Brightspace experience)
  • Advanced understanding of HTML/CSS
  • Demonstrated knowledge and interoperability leveraging LTI/SCORM, API and SAML/OAuth

SELECTION PROCESS

FLSA: Non-Exempt. Salary: Commensurate with experience

We only accept applications that follow the electronic process. No phone calls please. This position is subject to background screening. Qualified applicants should submit a cover letter and resume for consideration. This position can be located in Arlington, VA or fully remote.

ISTE offers generous benefits plans, and paid vacation leave, as well as other types of leave. ISTE benefits include a generous health, dental, and vision plan, employer base salary contribution to 403(b) plan; paid short and long term disability plan and employer-paid term life insurance.

At ISTE, our commitment to equal employment opportunity and affirmative action seeks to ensure a work environment free of discrimination and harassment. We respect and value work force diversity among all employees and all those with whom we do business.

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Role

Operations

Experience Level

Mid Level

ISTE

Welcome to the International Society for Technology in Education (ISTE), home to a passionate community of global educators who believe in the power of technology to transform teaching and learning, accelerate innovation and solve tough problems in education.

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