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Part-time Course Operations

Employer
University of Pennsylvania
Location
Pennsylvania, United States
Salary
Salary Not specified
Date posted
May 26, 2023

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Part-time Course Operations & Technical Support Specialist, Online Learning (SAS/LPS)

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn's distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America's Best Large Employers in 2023.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

Posted Job Title
Part-time Course Operations & Technical Support Specialist, Online Learning (SAS/LPS)

Job Profile Title
Information Technology Support Specialist A-01

Job Description Summary
The Course Operations and Technical Support Specialist, reporting to the Associate Director of Online Operations, plays an important role in the operations and technical support for online and hybrid courses. As part of the Operations team, the Course Operations and Technical Support Specialist configures and maintains course technology, troubleshoots technical issues for faculty and students, helps instructional designers with course-building, and contributes to various operational tasks and projects, including outreach to faculty and students about course technology, writing internal and end-user documentation, and improving technology-centered workflows and practices for the SAS Online Learning Team and the College of Liberal and Professional Studies. Regular evening and weekend hours are required for this position.

Job Description

Overview of LPS

The University of Pennsylvania's College of Liberal and Professional Studies (Penn LPS) seeks to lead the field of higher education in the creation of unique and innovative opportunities for learners of all ages and backgrounds. These highly accessible academic opportunities are distinguished by their academic rigor and world-class instructional staff, while the support offered to students by Penn LPS is distinguished by its comprehensive and holistic quality. LPS programs are designed to empower individuals and enhance their personal and professional lives. Our graduates are global citizens committed to creating a better, more inclusive world.

Arts & Sciences Online Learning is one of Penn's oldest and largest teams devoted to online and hybrid courses and digital learning initiatives. The team includes expertise in program design and delivery, pedagogy and teaching, instructional design, project management, video production, and multimedia tool creation and offers a full range of services and support to faculty, departments, and program staff.

DUTIES

Key responsibilities include supporting the Operations Team in the production of course sites, documentation, and maintenance of the team knowledge base for our supported courses; performing quality-assurance checks in LMS before each course session; preparing and maintaining records for faculty and student outreach about course technology and for tracking piloted tool use; supporting instructors and students in our ticketing system, over the phone number, in synchronous meetings via web conferencing, and through documentation and knowledge base maintenance; testing new course-technology tools and documenting features for internal use and end-user instructions; tracking and documenting known issues with course technology; and working with the Associate Director of Online Operations and the Technical Support Manager to identify and implement targeted-support opportunities. Additionally, the Course Operations and Technical Support Specialist works with the Instructional Design team to create/copy course sites and build templates, modules, quizzes, assignments, and integrate new tools to help scale programs and encourage engagement, as well as to support quality review/refresh activities and staff/faculty training or research projects.

Additional responsibilities include assisting staff across LPS with program communities, templates, and use of innovative strategies and technology platforms, and other duties as assigned by the Associate Director of Online Operations.

Job Responsibilities

Operations & Administration: Support the Operations team in production of course sites, documentation, and maintenance of the knowledge base for our supported courses. Perform quality-assurance checks in LMS before each session. Prepare and maintain records for faculty and student outreach about course technology and for tracking piloted tool use.

Course & Technology Support: Support instructors and students in our ticketing system, over the phone number, in synchronous meetings via web conferencing, and through documentation and knowledge base maintenance; test new course-technology tools and documenting features for internal use and end-user instructions; track and document known issues with course technology; and work with the Associate Director of Online Operations and the Technical Support Manager to identify and implement targeted-support opportunities.

Development, Research, & Quality: Work with the Instructional Design team to create/copy course sites and build templates, modules, quizzes, assignments, and to integrate of new tools to help scale programs and encourage engagement. Support quality review/refresh activities and staff/faculty training or research projects.

Technology Consultation: Assist staff across LPS with program communities, templates, and use of innovative strategies and technology platforms.

Perform additional duties as assigned.

Qualifications

Required:
  • Bachelor's degree or equivalent education/experience
  • 1-3 years of professional experience in student or customer support
  • Expertise troubleshooting technical problems
  • Familiarity with online learning technologies, including learning-management systems, web-conferencing tools, and media-management platforms
  • Excellent communication skills
  • Excellent attention to detail


Preferred:
  • Experience in higher education
  • Support experience with Canvas, Panopto, VoiceThread, and Zoom
  • Experience using the Freshdesk ticketing system to provide support to faculty and students in online and hybrid courses
  • Experience providing synchronous support for courses in Zoom or other web-conferencing tools
  • Experience providing phone support to faculty
  • Course-building experience in Coursera, EdX, and Canvas (e.g., build content, assignments, quizzes)
  • Experience using Teamwork for project-planning and documenting completed tasks
  • Experience editing captions for media and adding captions to videos in Panopto
  • Experience writing and editing technology documentation for end users
  • Experience testing course technology


Job Location - City, State
Philadelphia, Pennsylvania

Department / School
School of Arts and Sciences

Pay Range
$20.45 - $25.86 Hourly Rate
Salary offers are made based on the candidate's qualifications, experience, skills, and education as they directly relate to the requirements of the position, as well as internal and market factors and grade profile.

Affirmative Action Statement
Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.

Special Requirements
Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

University Benefits
  • Health, Life, and Flexible Spending Accounts: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family's health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.
  • Tuition: Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.
  • Retirement: Penn offers generous retirement plans to help you save for your future. Penn's Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.
  • Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family—whatever your personal needs may be.
  • Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you're newly hired, you won't have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.
  • Wellness and Work-life Resources: Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That's why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.
  • Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.
  • University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University's libraries and athletic facilities, or visit our arboretum and art galleries. There's always something going on at Penn, whether it's a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you're right in the middle of the excitement—and you and your family can enjoy many of these activities for free.
  • Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.
  • Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.
  • Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.
  • Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.



To learn more, please visit: https://www.hr.upenn.edu/PennHR/benefits-pay


To apply, visit https://wd1.myworkdaysite.com/en-US/recruiting/upenn/careers-at-penn/job/3440-Market-Street/Part-time-Course-Operations---Technical-Support-Specialist--Online-Learning--SAS-LPS-_JR00072656



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