Learning Tools Service Lead (7584U), Research Teaching and Learning - 56061 About Berkeley
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We are looking for equity-minded applicants who represent the full diversity of California and who demonstrate a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present in our community. When you join the team at Berkeley, you can expect to be part of an inclusive, innovative and equity-focused community that approaches higher education as a matter of social justice that requires broad collaboration among faculty, staff, students and community partners. In deciding whether to apply for a position at Berkeley, you are strongly encouraged to consider whether your values align with our Guiding Values and Principles , our Principles of Community , and our Strategic Plan .
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Departmental Overview
Research, Teaching, and Learning (RTL) supports the teaching and research needs of Berkeley faculty, students, and academic staff by offering expert consulting, providing vetted tools and essential services, and advocating for its broad constituency and mission-focused portfolio with campus policy makers and vendors. The combination of enterprise teaching and research technology groups within RTL improves coordination across functions; provides a richer, more seamless experience for end users; and creates opportunities for innovation.
Application Review Date
The First Review Date for this job is: July 27, 2023
Responsibilities
Serves as Service Lead for One or More Services
Participates with key stakeholders and governance groups to develop service strategy.
Develops and communicates service roadmap (6-12 month service operations and improvement plan).
Defines service and maintains Service Catalog entry.
Creates/negotiates service and operating level agreements.
Identifies and advocates for appropriate support resources needed to deliver service within established service levels.
Leads service team composed of support and technical specialists.
Establishes and maintains support model and service documentation (e.g., knowledge base, training/workshops, consultations, web presence, etc.).
Identifies or develops training materials (getting started guides, online courses, etc.) and delivers workshops on supported services.
Authors and edits instructor- and staff-facing documentation in response to changes in services or campus needs.
Defines support processes, key performance indicators, and partnerships/contracts to deliver the service within established service levels.
Partners with Instructional Technology Support and Success Lead to identify instructor needs around learning tools and develops outreach and promotion strategies to increase instructor engagement with and adoption of supported technologies.
Identifies gaps in current features for their supported services, and advocates Berkeley's needs to the vendor (continuous improvement).
Coordinates with the Project Management Office (PMO) to coordinate service transition projects: rollout (operationalization), improvements, and decommissioning.
Monitors and reports on critical success factors and key performance indicators of the service.
Manages service communications to stakeholders, constituents, and customers; coordinate feedback from the community regarding future directions.
Participates in incident and problem management.
Leads and/or organizes the work of student employees.
Provides advanced support for Learning Management Systems (LMS) and related instructional technology services (student response systems, online discussions, grading tools, video platforms, etc.)
Escalations: Handles more difficult support tickets that are escalated by our campus helpdesk.
Consultations: Conducts face--to--face and remote support consultations with instructors, GSIs (TAs), and academic support staff.
Researches new tools and features to enhance the teaching and learning experience of students and instructors.
Service Team Member
Applies technical expertise, instructional design principles, pedagogical best practices, and business analysis concepts to:
Provides user support and training on new applications.
Identifies, evaluates, and defines faculty and student needs, and advocates the vendor for platform improvements to better meet those needs.
Recommends and carries out service and support strategies for IT systems and academic technology support services.
Identifies and develops service approaches that enable customers to successfully meet their goals and objectives.
Adheres to defined service standards, guidelines, controls, and quality assurance measures as well as problem management and process improvement processes.
Conducts keyboard and automated accessibility testing on supported tools, communicate findings with service leads and vendors, and advocates for and track remediation of accessibility issues.
Documents service activities that facilitate quality service metrics reporting within support systems and more broadly within the LET team.
Department & Project Team Member
Serves as a member of the cross-functional service improvement project teams to:
Provides technical expertise in identifying, evaluating, and developing complex systems and procedures.
Gathers, analyzes, prepares, and summarizes business and user needs, documenting requirements, and revising existing system logic difficulties as necessary.
Validates requirements against needs.
Applies business systems concepts to design details of complex automated systems.
Plans and executes unit integration and acceptance testing.
Provides input to Requests for Proposals (RFPs) and write portions of RFP documents.
Professional development and other duties as assigned by the supervisor.
Required Qualifications
Strong customer service, interpersonal communication skills, and ability to work with both technical and non-technical personnel at various levels of the organization.
Experience and demonstrated facility in working with and/or administering technology platforms and digital tools.
At least two (2) years of experience providing front-line support for technology services.
Experience supporting a learning management system (LMS) (e.g. one or more of the following: Canvas, Blackboard, D2L Brightspace, Moodle, Sakai, SumTotal Systems, Schoology, Edmodo).
Advanced analytical and troubleshooting skills.
Demonstrated ability to assess user needs or service issues and recommend appropriate solutions to meet those needs.
Demonstrated experience creating and maintaining technical support documentation.
Excellent oral and written communication skills.
Growth mindset: Excited about tackling challenges and learning new things.
Self-motivated; works independently and as part of a team.
Able to learn effectively and meet deadlines.
Demonstrated effective communication and interpersonal skills.
Demonstrated ability to communicate technical information to technical and non-technical personnel at various levels in the organization.
Interpersonal and communications skills to work with both technical and non-technical personnel at various levels in the organization.
Education/Training:
Degree and/or equivalent experience/training.
Preferred Qualifications
Experience supporting technologies and working with interdisciplinary teams in an educational environment.
Advanced knowledge of digital tools and technology applications utilized in support of higher education instruction (LMS, course evaluation, classroom response systems, video production, etc.).
Demonstrated understanding of instructional design, pedagogical principles, and instructional practices in higher education (online/hybrid instruction, active learning, etc.).
Experience working with and/or ability to learn about academic departments within a university or other higher educational institution.
Salary & Benefits
For information on the comprehensive benefits package offered by the University, please visit the University of California's Compensation & Benefits website.
Under California law, the University of California, Berkeley is required to provide a reasonable estimate of the compensation range for this role and should not offer a salary outside of the range posted in this job announcement. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, analysis of internal equity, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience.
The budgeted salary or hourly range that the University reasonably expects to pay for this position is $85,000.00 - $95,000.00.
This is a 100% full-time (40 hours per week), career position that is eligible for full UC benefits.
This position is exempt and paid monthly.
This is a hybrid position, eligible for 75% remote capability.