Sr. Course Support Specialist - AAP

Purpose of Position:
The Sr. Course Support Specialist (CSS) manages the course site development and launching process for AAP courses. The CSS supports faculty in the areas of curriculum delivery and course support, which includes the construction of syllabi and course sites, coordination of course materials, textbook orders, course evaluations, and technological troubleshooting. They participate in the analysis, design, development, and implementation of routine online courses, web-based training, and face-to-face training curricula. The Sr.CSS will work independently and as part of an interdisciplinary team to develop, and revise online courses.

This position is not eligible for visa sponsorship.

Multiple positions available.

Knowledge and Skill:

• Demonstrated experience in working with streaming audio and video, compression methods, file types and formats, and related software and platforms (i.e., Panopto, Camtasia Studio, Kaltura, etc.).
• Proven ability to continually adapt and learn new procedures, technologies, and software applications.
• Ability to communicate and collaborate using a variety of synchronous meeting tools (i.e., Zoom, Adobe Connect, Google Hangouts, Skype, etc.).
• Demonstrated experience with learning management systems, Microsoft Office Suite, and Adobe Creative Suite.

Minimum Qualifications (Mandatory):

• Bachelor’s degree in instructional design, instructional technology, education, or related field
• One years progressively responsible related experience.
• Additional education may substitute for required experience, and additional experience may substitute for required education to the extent permitted by the JHU equivalency formula.

JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.

Preferred Qualifications:

• B.A. /B.S. degree in education, instructional design, educational technology, or other related disciplines.
• 5 years of related experience.
• Successful experience working independently in a fast-paced professional environment

Special Knowledge, Skills and Abilities:

• Proficient in supporting various software and applications, with a technical competence that allows for quick adaption and ability to support new technologies and innovations
• Advanced admin/technical knowledge of Blackboard and/or other Learning Management System (Canvas, Moodle, Absorb, etc.) desired
• Knowledge of best practices for the effective implementation of instructional technology tools in higher education
• Basic HTML experience and the ability to edit code to remove errors/excessive tags
• Ability to navigate and understand new technologies and a strong grasp of educational technologies (VoiceThread, Turnitin, PollEverywhere, Respondus, etc.)
• Familiarity with Blackboard and/or other Learning Management Systems
• Excellent interpersonal skills and ability to work with diverse groups of people with varying needs in terms of the level of support required
• Excellent written and verbal communication skills are necessary, with the ability to communicate clearly and concisely
• Strong critical thinking and troubleshooting skills; Ability to quickly and independently search for resolutions as needed
• Able to handle several tasks at once and remain flexible in order to meet various concurrent deadlines

Internal and External Contacts:

• Collaborate with JHU Instructional Design group to share best practices throughout the Hopkins community.
• Communicate with IT@JHU to document issues with our CMS and other instructional technologies.
• Collaborate with the Center for Educational Resources (CER) on various training and instructional design projects.
• Collaborate with Library Services on student orientation, copyright, reserves and student support systems.

Essential Duties & Responsibilities
60% Oversee the delivery of fully online courses:

• Facilitate the concurrent design and development of multiple online course redevelopments
• Responsible for ongoing development and maintenance of online courses shells as well as overseeing technical support for same
• Initiate and supervise the online course builds within the learning management system (Blackboard)
• Correspond and coordinate with faculty on term start preparations, to set up a course for the upcoming term, and guidance on how to effectively use the Blackboard LMS tools and other communication software
• Complete general QA of courses throughout the term to ensure that materials and course content align and that all information is up-to-date
• Manages and complete the internal review process of online courses
• Provide recommendations to faculty and subject matter experts to update existing courses
• Update course sites in Blackboard LMS by creating assignments, checking APA citations, building exams, building groups, adding rubrics, setting up the Grade Center, and performing other maintenance as necessary
• Assist in preparing course materials throughout term before posting in course site (i.e. ensure appropriate template usage and formatting for syllabi, rubrics, documents & PDFs, and all PowerPoint presentations)
• Makes recommendations for process improvements and ensures all course maintenance processes documentation, guidelines, and training resources are up to date and available in the team’s repository
• Employee will ensure that all AAP online courses meet set standards and launch on time each term
• Apply the course readiness process to all AAP online courses and communicate needed adjustments to with faculty or external vendors
• Employee will maintain up to date information on Blackboard (Bb) errors, updates, and upgrades, and be able to apply the knowledge to prevent known Bb issues.
• Maintain course shells during the lifecycle from development through archival according to JHU and AAP schedules.
• Update, verify, and send letters to all enrolled students and faculty as required, multiple times each term.
• Maintain clear and sequential documentation for course development, building, delivery, and archiving

20% Projects:

• Serve as a member of a course development team, which may include faculty, Instructional Designers, and Program Administrators to ensure quality and consistency throughout our courses and programs.
• Manage project timelines and coordinate with Instructional Designers and partners to meet project deliverables.
• Participates in integration planning and testing of Bb system upgrades and building block installations, test, and implements Bb updates to ensure functional alignment, performance, and stability
• Research and recommend Blackboard tools and instructional technologies
• Provide instructional design support and coordinate a range of online instructional tools and materials to enhance online course delivery
• Create and update detailed schedule for supporting personnel
• Employee will Introduce and assess new technologies to address the needs of online courses and programs
• Generate weekly reports on the status of projects

10 % Provide technical support for students and faculty:

• Be proactive in identifying and resolving potential and actual problems in a timely way
• Serve as the liaison between Wiley and IRC
• Provide tier 2 technical assistance through ticket system (JIRA) to resolution within 24 hours as needed
• Respond within 24 hours to request for technical support
• Assists with maintaining faculty resources and documentation
• Assess issues reported by JHU-AAP clients and help desk staff
• Coordinates and implements solutions to resolve Blackboard technical issues
• Document and communicate updates/issues to the user community to ensure guidelines, standards, and best practices are implemented within courses
• Employee will Promptly recognizes and resolves potential problems, reports these issues to the IRC Director
• Analyze daily, monthly, and yearly reports for patterns and categories of errors; Meet monthly with Wiley to review problems
• High priority tickets will be responded to within 12 hours, and resolved within 24 hours if possible considering external variables; normal tickets will be responded to within 24 business hours
• Faculty help requests will be responded to within 24 hours (computer, email, etc.)
• Tier 3 (escalated from JHU IT) tickets will be responded to and/or escalated within 24 business hours individually or by liaison with JHU IT
• Changes in internal documentation or processes will be constantly updated and changed as needed.

5% Accessibility:

• Assist IRC with ensuring compliance through the adoption of accessibility (ADA/508/UDL) standards as well as university/division standards.
• Employee will Make recommendations to ensure that Blackboard course templates, IRC tools, and resources are accessible

5 % Maintain and generate reports from the custom-built IRC operational database:

• Analyzes and generates accurate reports from data as needed to satisfy data analysis needs regularly
• Employee will Generate routine reports for each term

Classified Title:Course Support Specialist
Working Title: Sr. Course Support Specialist - AAP ​​​​​
Role/Level/Range: ACRO37.5/03/CF
Starting Salary Range:$21.43 to $29.49 per hour; Commensurate with education/experience
Employee group: Full Time
Schedule: M-F, 8:30 am - 5:00 pm
Exempt Status: Non-Exempt
Location: 01-MD:Homewood Campus
Department name: 60007951-AAP Instructional Resource Center
Personnel area: School of Arts & Sciences

The successful candidate(s) for this position will be subject to a pre-employment background check.

If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office atjhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711.

The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.

During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.

The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.

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