Technical Analyst 2

UNM IT Academic Technologies department is seeking a Technical Analyst 2 to support UNM's Learning Management System (LMS) and related technologies. The department manages and supports enterprise-wide, mission-critical applications associated with the University's core teaching and learning mission, including learning management systems, synchronous communication tools, and streaming media solutions, along with other third-party tools integrated in the learning management system. Key responsibilities include performing research and evaluation for the implementation of new features and integrations, testing the impact of settings, recommending process improvements, testing updates, providing tier 2 and tier 3 end user support, and maintaining documentation. The role requires strong technical expertise, problem-solving skills, and the ability to collaborate with various teams to ensure the LMS operates efficiently and meets the needs of users.

Job duties include:

• Develop subject matter expertise in Canvas and its integrated tools
• Conduct comprehensive testing of new Canvas features, including those in regularly scheduled release and deploy updates, to evaluate their functionality and readiness for implementation.
• Perform extensive research in collaboration with system administrators to inform decisions on system settings and procedures to align with UNM's institutional needs.
• Create presentations based on research of new features and tools available to present to administrators, and other parties as needed, enabling the team to make informed decisions regarding deployment.
• Create and maintain user guides and documentation on canvasinfo.unm.edu, along with knowledge base articles on fastinfo/studentinfo.unm.edu and/or ServiceNow, to support user self-service.
• Participate in every aspect of the onboarding of new integrations, including setup, configuration, testing, documentation, and deployment of new integrations within the Canvas LMS, ensuring seamless functionality.
• Maintain third-party applications for distribution to faculty and annual licensing
• Act as front line for catching, evaluating and reporting issues caused by integration application settings
• Collaborate with vendors and LMS technical staff to address integration issues and answer technical questions related to Canvas LMS integrations.
• Perform duties that require administrator access
• Execute operational tasks to support the ongoing functionality and performance of the Canvas LMS service.
• Provide tier 2 and tier 3 support as a part of the Canvas LMS team, resolving complex issues that cannot be addressed by the vendor's tier 1 support.
• Work closely with departments to assess and address their specific needs and requests regarding Canvas functionality and usage.
• Collaborate with the Registrar's office on requests related to student access, grade challenges, and other Registrar-related processes within Canvas.
• Evaluate concerns related to compliance and provide documentation, advice, etc., as needed, related to relevant regulations and standards, including IT security, data privacy laws (e.g., FERPA) and accessibility guidelines (e.g., WCAG 2.1 AA).

After a period, the new employee may be eligible for a telecommuting/hybrid remote work arrangement under the discretion of their supervisor, business needs, and successful completion of training.

See the Position Description for additional information.

• Specialty licensure/certification may be required, as specified by the department.
• Successful candidate may be subject to a criminal background check prior to starting work.

Bachelor's degree; at least 1 year of progressively responsible experience directly related to the duties and responsibilities specified.

Completed degree(s) from an accredited institution and/or experience that is directly related to the duties and responsibilities specified may be interchangeable on a year-for-year basis.

• Experience with Learning Management Systems (LMS), particularly Canvas, including configuration, management, and troubleshooting of both application and user-related issues.

• Experience with media and web-conferencing systems, including platforms used for synchronous learning, video conferencing, and streaming.
  
• Proficient in using an IT Service Management (ITSM) system (especially ServiceNow), including logging, tracking, and managing technical support requests and incidents.
  
• Skilled in establishing, documenting, and adhering to standard policies and procedures for system configuration, support, and user and course management.
  
• Solid understanding of web-based applications, including the architecture of data, application, and client tiers, and how they interact within the LMS environment.
  
• Proficient in a variety of support channels (phone, email, chat, knowledge bases, trouble ticketing systems), with a strong ability to thoroughly document steps, research, and interactions for future reference.
  
• Experience in researching, writing, editing, and publishing user-friendly documentation, including help guides, FAQs, and technical resources.
  
• Familiarity with HTML and basic web development skills for creating and maintaining documentation or adjusting system settings where needed.
  
• Understanding of higher education institutions and their various components, such as scheduling, registration, and instructional pedagogy, particularly in the realm of online learning.
  
• Ability to collaborate and work effectively in a team, coordinating with internal and external groups to ensure cohesive support and successful project outcomes.
  
• Experience troubleshooting and resolving configuration and error-related issues across a variety of desktop and web-based applications as they relate to the LMS

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Positions posted with a Staff Type of Regular or Term are eligible for the Veteran Preference Program. See the Veteran Preference Program webpage for additional details.

The University of New Mexico is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other protected class.

The University of New Mexico requires all regular staff positions successfully pass a pre-employment background check. This may include, but is not limited to, a criminal history background check, New Mexico Department of Health fingerprint screening, New Mexico Children, Youth, and Families Department fingerprint screening, verification of education credentials, and/or verification of prior employment. For more information about background checks, visit https://policy.unm.edu/university-policies/3000/3280.html. Refer to https://policy.unm.edu/university-policies/3000/3200.html for a definition of Regular Staff.