LISTSERV mailing list manager LISTSERV 16.5

Help for CODE4LIB Archives


CODE4LIB Archives

CODE4LIB Archives


CODE4LIB@LISTS.CLIR.ORG


View:

Message:

[

First

|

Previous

|

Next

|

Last

]

By Topic:

[

First

|

Previous

|

Next

|

Last

]

By Author:

[

First

|

Previous

|

Next

|

Last

]

Font:

Monospaced Font

LISTSERV Archives

LISTSERV Archives

CODE4LIB Home

CODE4LIB Home

CODE4LIB  March 2013

CODE4LIB March 2013

Subject:

Job: User Support Specialist at Stanford University

From:

[log in to unmask]

Reply-To:

Code for Libraries <[log in to unmask]>

Date:

Mon, 11 Mar 2013 13:24:14 -0000

Content-Type:

text/plain

Parts/Attachments:

Parts/Attachments

text/plain (80 lines)

The User Support Specialist is a member of the CourseWork Support team within
Academic Computing Services (ACS), a division of Stanford Libraries. The focus
of the CourseWork Support team is to support faculty, staff, and students' use
of the CourseWork, Stanford's course management system, and streaming media
systems via consulting, training, and the creation of documentation. The User
Support Specialist may work directly with faculty, teaching assistants, and
staff members. This position is a two year fixed term position.

  
Academic Computing Services provides technology expertise, resources, and
services to students and faculty in support of the University's academic
mission. In addition to supporting the use of technology in teaching,
learning, research, and campus community building, ACS operates and manages
technology-enabled teaching and learning environments; provides technology
education, consulting, and multimedia services; supports CourseWork; supports
faculty with Academic Technology Specialists and other experts; and provides
technical support for the Stanford Libraries.

  
The User Support Specialist will support the use of CourseWork, the campus
course management system, streaming media system and any ancillary technology
tools. S/he will provide input, recommendations and support for
infrastructure, configuration and workflows of media systems managed by
Academic Computing Services. The User Support Specialist will assist in the
creation and use of support resources and disseminate knowledge of these tools
throughout the University. S/he must be facile at supporting users at
different levels of technical expertise.

  
The incumbent will report to the User Experience Manager in Academic Computing
Services within the Stanford Libraries. The incumbent will be located in Meyer
Library.

  
Required Knowledge

  
Specific requirements include:

  * A bachelor's degree and 3 to 5 years experience in providing end user support and/or media systems support for academic systems, or the equivalent combination of knowledge and experience. An advanced degree in Instructional Technology or related field is desirable.
  * Demonstrated experience developing and delivering technical consulting and training to a non-technical audience is required.
  * Demonstrated knowledge of operational/technical characteristics of media technologies and classroom capture equipment.
  * Demonstrated ability to cultivate relationships and liaison with external groups/partners; including managing multi-group troubleshooting efforts.
  * Excellent communication and interpersonal skills. Ability to interact effectively and tactfully with members of the academic community; experience working in an environment where colleagues have diverse backgrounds and customs. A keen understanding of, and sensitivity to, the human factors involved in introducing technology into teaching and learning.
  * Excellent time management and project management skills. Demonstrated ability to manage a complex workload, prioritize tasks, and use good judgment in providing services based on goals.
  * Experience administering and supporting learning management systems such as BlackBoard, WebCT, or Sakai.
  * Experience with defect/bug tracking systems such as JIRA, Bugzilla.
  * Expert knowledge of Macintosh and Windows environments, and facility with Unix.
  * Experience with providing computing resources in a networked environment.
  * A commitment to excellence in an environment where success is based on team contributions toward common goals rather than on individual accomplishments.
Desired qualifications include:

  * Experience with the Remedy Action Request System.
  * Experience administering and supporting streaming media systems.
  * Experience developing support resources (help documentation, video tutorials, and software demos) using Captivate, Camtasia, and XML technologies, is desirable but not required.
  * Experience with compressed video technology; including videoconferencing - both traditional ISDN analog and IP based
  * Experience with multimedia and digital video production and equipment on both Mac and PC platforms.
Duties and Responsibilities

  
End User Support

  * Respond to HelpSU (Remedy) CourseWork and streaming media related tickets. Document all bugs and feature requests submitted by users in the JIRA bug tracking system. Troubleshoot, test and reproduce technical bugs. Track and analyze help issues to plan for future support resource allocation and development efforts.
  * Independently design and provide course management tools and streaming media consulting and training support to instructors, TAs, local administrators, and staff. This support may include individual consultations and teaching of workshops on effective uses of CourseWork and streaming media.
  * Cultivate relationships and liaison with third party (SaaS) service providers and administrative technology groups on campus, including enterprise systems groups (PeopleSoft, Course Registry, ITS Course Support), Academic Technology Specialists (ATS), and department administrators. Manage multi-group troubleshooting efforts for problems affecting CourseWork users.
  * Manage site approval requests and manual site creation, when needed.
  * Collaborate with CourseWork User Experience team on gathering feedback and assessing needs of users. Participate in the review of design specs for new features and updates to the user interface. Create design specs or mockup, when needed.
  * Assess CourseWork, streaming media, and related technology training needs. Participate in the development and delivery of documentation, user help, and training programs, through web pages, XML-based document management systems, multimedia presentations, and workshops.
  * Participate in outreach programs to faculty members, TAs, students and staff to inform them of the support services, resources, and updates to the CourseWork system.Collaborate with the CourseWork QA team, verifying bug fixes and new functionalities of scheduled software releases. Review test cases to make sure they match expected behavior. Create test cases, when needed. Participate in regression testing and day-of-deployment testing.
  * Review professional literature; attend conferences; publish articles; network with colleagues within and without the University; participate in newsgroups and other forums to continually improve knowledge of academic technology and multimedia development.
Streaming Media System Support

  * Provide Tier 1 support for technical issues related to the streaming media system. Respond quickly to equipment/system failures and act as a liaison, with third party providers, escalating issues and ensuring that they are addressed in a timely manner.
  * Participate in internal projects to scale up streaming media services, disseminate streaming media best practices, and improve streaming media workflow methodologies.
  * Research and evaluate new technologies to enhance existing streaming media systems and/or add new functionality and services. Evaluate alternate solutions and coordinate with vendors as appropriate.
  * Keep abreast of emerging multimedia technologies and pass new information/materials on to colleagues to ensure all team members are well informed.



Brought to you by code4lib jobs: http://jobs.code4lib.org/job/6699/

Top of Message | Previous Page | Permalink

Advanced Options


Options

Log In

Log In

Get Password

Get Password


Search Archives

Search Archives


Subscribe or Unsubscribe

Subscribe or Unsubscribe


Archives

August 2019
July 2019
June 2019
May 2019
April 2019
March 2019
February 2019
January 2019
December 2018
November 2018
October 2018
September 2018
August 2018
July 2018
June 2018
May 2018
April 2018
March 2018
February 2018
January 2018
December 2017
November 2017
October 2017
September 2017
August 2017
July 2017
June 2017
May 2017
April 2017
March 2017
February 2017
January 2017
December 2016
November 2016
October 2016
September 2016
August 2016
July 2016
June 2016
May 2016
April 2016
March 2016
February 2016
January 2016
December 2015
November 2015
October 2015
September 2015
August 2015
July 2015
June 2015
May 2015
April 2015
March 2015
February 2015
January 2015
December 2014
November 2014
October 2014
September 2014
August 2014
July 2014
June 2014
May 2014
April 2014
March 2014
February 2014
January 2014
December 2013
November 2013
October 2013
September 2013
August 2013
July 2013
June 2013
May 2013
April 2013
March 2013
February 2013
January 2013
December 2012
November 2012
October 2012
September 2012
August 2012
July 2012
June 2012
May 2012
April 2012
March 2012
February 2012
January 2012
December 2011
November 2011
October 2011
September 2011
August 2011
July 2011
June 2011
May 2011
April 2011
March 2011
February 2011
January 2011
December 2010
November 2010
October 2010
September 2010
August 2010
July 2010
June 2010
May 2010
April 2010
March 2010
February 2010
January 2010
December 2009
November 2009
October 2009
September 2009
August 2009
July 2009
June 2009
May 2009
April 2009
March 2009
February 2009
January 2009
December 2008
November 2008
October 2008
September 2008
August 2008
July 2008
June 2008
May 2008
April 2008
March 2008
February 2008
January 2008
December 2007
November 2007
October 2007
September 2007
August 2007
July 2007
June 2007
May 2007
April 2007
March 2007
February 2007
January 2007
December 2006
November 2006
October 2006
September 2006
August 2006
July 2006
June 2006
May 2006
April 2006
March 2006
February 2006
January 2006
December 2005
November 2005
October 2005
September 2005
August 2005
July 2005
June 2005
May 2005
April 2005
March 2005
February 2005
January 2005
December 2004
November 2004
October 2004
September 2004
August 2004
July 2004
June 2004
May 2004
April 2004
March 2004
February 2004
January 2004
December 2003
November 2003

ATOM RSS1 RSS2



LISTS.CLIR.ORG

CataList Email List Search Powered by the LISTSERV Email List Manager