Systems Support Analyst, Learning Enterprise
Job posting number: #7085179
Posted: September 13, 2021
Application Deadline: Open Until Filled
Job DescriptionJob Description
The Systems Support Analyst role in ASU’s Learning Enterprise will help provide technical support to deliver revolutionary new online courses at an unprecedented scale. In your first year, you will help support and improve a learning platform capable of supporting thousands of learners. Your ability to understand technical details and business processes will be leveraged to support our learners and improve student experiences. You will become the subject matter expert of several Learning Enterprise systems and use that knowledge in support of our learner's journeys to educational attainment. Your analytical understanding and creative problem-solving will be critical as we launch new product features, new external partnerships, and new paradigms of learning.
Job FamilyInformation Technology
Scope of SearchOpen
Grant Funded Position
This is not a grant funded position and is not contingent on future grant funding.
Salary Range$51,500- $60,000 per year; DOE
Provide technical support to learners and staff: As issues arise for learners or staff, you will be responsible for digging into the details, analyzing the problem and finding a solution. You will fix individual issues while also identifying issues that may be impacting larger numbers of users by connecting the dots, analyzing the scope, and determining the next steps to resolve the problem.
Proactively identify and improve issues or concerns in the product and student experience: As individual students have issues arise, you’ll use your analytical skills to determine the scope of the issue. You’ll be a key player on the team to intentionally and carefully design the product to best meet student needs. You are able to identify where students have roadblocks or confusion and suggest improvements that can meet a wide variety of user needs.
Provide day-to-day administrative support of the ULC product: This can be a wide variety of tasks, but the goal is to provide the day-to-day support for the product to keep things running smoothly. We rely on you to be consistent and timely to make sure that student processes move along without issue.
Collaborate: You are a natural collaborator who is comfortable working on a small dynamic team. You communicate clearly and professionally with our support team, executive leadership, external stakeholders, development team, and peers. You enjoy the deep technical details but can also communicate the human side of our systems in working with and supporting students.
Bachelor’s degree in Information Technology or closely related AND four (4) years providing desktop diagnostic and trouble-shooting support; OR, Any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.
Evidence of effective communication skills
Experience in relationship building skills
Demonstrated knowledge of student support processes
Experience with Excel, Google Sheets, or other reporting tools
Experience in following processes
Experience with Learning Manage Systems
Evidence in having technical support skills
Experience in work that requires attention to detail
Experience troubleshooting technical issues and working with detailed administrative processes
Experience with building relationships many stakeholders
Experience in software testing and performance test coordination
Experience with administrative processes related to higher education
Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, standing and walking; frequent physical demands may include stooping, bending, crawling under/around objects, reaching, lifting and pushing objects of varying weights up to 50 pounds; regularly required to work in cramped and enclosed areas and exposure to variations in temperature when deploying equipment.
Regular review of completed tasks.
We believe that the rigid and linear design of traditional higher education is neither an effective ladder to social and economic opportunity for all learners nor is it responsive to rapidly evolving workforce needs. One of the emerging strategies for ASU is the creation of Learning Enterprise (LE). LE is a newly created entity within ASU designed to re-imagine the role of universities in society and evolve the way that learning offerings are designed to meet learner needs and employer demands. We are guided by the belief that everyone should have universal access to education and opportunity, at every stage of life. LE’s learning offerings will be tech-enabled and outcomes-driven solutions that are stackable, accessible, and evidence-based — designed with employer and academic buy-in.
Scrappy. We really are undaunted by challenges. We remain undeterred by anything that stands in the way of moving our vision forward. If we fall, we get up, over and over again. If it doesn’t exist, we create it. If something doesn’t work, we try something else.
Driven. We always push to be better for ourselves, for each other and for our students. We are not defeated or guided by the status quo. We see what could be and relentlessly pursue it.
Cathedral builder. We know our attitude towards what we are doing will determine our success. We see the big picture and take deep pride in building every block that makes up our long-term vision. We are motivated by the potential of a transformed future while remaining firmly focused on tending to the tasks in front of us today.
Leading from the heart. We deeply care about people and their well-being. Everyone at Learning Enterprise is unconditionally supported. We believe in human potential and invest in continuous growth.
Candid collaborators. We share ideas and feedback at all levels. We have strong opinions loosely held and intentionally engage in debate. We strive for clarity through direct and honest communication. We know our work is better for it.