Analyst 2: LMS Operations

Analyst 2: LMS Operations at Pima Community College Analyst 2: LMS Operations at Pima Community College in Tucson, Arizona Posted in 5 days ago. $52,500.00 - $59,700.00 per year

Job Description:

The LMS Operations Analyst 2 provides advanced technical administration and serves as the primary Tier 2 liaison for the College's Learning Management System (LMS). This role ensures system reliability by resolving escalated technical issues, managing third-party integrations, and maintaining accessible support channels for faculty. A key focus of this position is the management of the institutional knowledge base and self-paced faculty training, ensuring technical resources are optimized for both human users and AI-driven support tools. By analyzing help desk trends, chatbot logs, and system updates, the Analyst identifies patterns of user friction and creates a technical feedback loop to drive systemic improvements. The Analyst collaborates closely with the Center for Learning Technology (CLT) and the Teaching and Learning Center (TLC) to translate these data-driven insights into enhanced training initiatives and a streamlined user experience. Coordinates and implements Learning Management System (LMS) updates; evaluates system changes, conducts testing in stage and production environments, and ensures system stability and alignment with institutional requirements Develops, curates, and maintains comprehensive technical documentation and instructional content, including user guides, knowledge base articles, and self-paced training modules; translates complex LMS processes into accessible resources to support faculty and staff in LMS proficiency Administers system access, role requests, and enrollment processes; ensures appropriate permissions, security, and compliance with institutional policies and FERPA regulations Evaluates and integrates third-party tools and external software solutions; ensures compatibility within the LMS environment and troubleshoots integration-related technical issues, including basic HTML and CSS as it relates to LMS content Monitors and optimizes LMS processes such as course cloning, role management, and system configurations to align with institutional best practices and improve efficiency Exercises independent judgment to diagnose and resolve complex technical cases while maintaining a high level of accuracy and system reliability under minimal supervision Provides Tier 2 technical support and guidance to faculty and staff, assisting with issue resolution system navigation, and effective use of LMS tools with professionalism. Uses effective written and verbal communication to provide assistance and explain technical data to stakeholders Diagnoses and resolves technical and operational issues related to software, hardware, integrations, and process inefficiencies within the LMS environment. Analyzes trends in support logs, chatbot interactions, and help desk tickets to identify patterns of user friction and need for system improvements Collaborates with internal stakeholders and external partners to coordinate system improvements, ensure seamless communication of LMS updates, and support institutional goals Participates in LMS enhancement initiatives and process improvement projects; provides technical expertise during project planning, testing, and implementation phases Maintains currency in LMS administration trends, including emerging educational technologies, security configurations, and process optimization strategies, to ensure the College remains at the forefront of digital learning Performs all other duties and responsibilities as assigned or directed by the supervisor Bachelor's degree and One to three years of related experience in LMS administration, developing instructional/technical resources, or providing high-level technical support or An equivalent combination of certification, education and experience sufficient to successfully perform the essential duties of the job such as those listed above

Preferred:

Experience in a teaching, instructional, or training role Skill in verbal and written communication with the ability to explain technical concepts to audiences with a wide range of technical skills Skill in analyzing data and drawing conclusions Skill in project management principles, processes, and techniques Skill in performing a variety of duties, often changing from one task to another of a different nature Skill in positive, productive and flexible customer service Ability to adapt to a rapidly changing technical environment Ability to work independently as well as in a team environment Ability to adapt and maintain professional composure in emergent and crisis situations