OUR UNIVERSITY

Ottawa University (established in 1865), one of the oldest private liberal arts universities in the United States, is a multi-campus system serving approximately 4000 students through its campuses in Kansas (Ottawa, Kansas- Residential Campus and Overland Park, Kansas- Adult Programs); Arizona (Surprise Residential Campus and OUAZ Adult Programs); Wisconsin (Brookfield Adult Programs); and our OU ONLINE PROGRAM based out of Overland Park, Kansas.

Ottawa University is a regionally accredited, church-related, private university that strives to integrate faith, learning, and life in the academic experiences of students.

JOB SUMMARY

Ensure the timely preparation of online and classroom-based courses prior to each term. Interface with faculty and adjuncts to resolve issues with course content, to copy course content, and to add content when requested.  Provide Tier 2 support for Blackboard and resolve issues accurately and in a timely manner and communicate with users regarding steps to resolution and the ultimate resolution. Position requires frequent and effective written and oral communications with others, flexibility in adapting to the needs of changing instructional technology landscape, and the ability to work successfully as part of a multi-site, remote team. 

ESSENTIAL FUNCTIONS OF THE JOB (provide list of items which are essential to effective outcomes in this role):

• Complete required steps to prepare all courses for the Professional & Online campuses each term and notify instructors when their courses are ready for review and setup.
• Track completion of course preparation checklists and notify instructors who have not completed the checklist by the assigned deadline.
• Prepare (copy content for) classroom-based courses in Blackboard for all university locations upon request.
• Provide technical support for end-users (e.g., fix broken or erroneous content in courses) via the help desk ticket management system.  Provide this support in a timely, courteous and accurate manner.
• Assist with special projects related to maintenance and upgrades of the Blackboard Learning Management System as needed.
• Identify opportunities for efficiencies and improvements in learning system functions, faculty support, and the service and support functions provided by others with whom this team interacts.
• Interface with team members via video conference, instant messaging, and phone.  Maintain effective working relationships and understand the job responsibilities and obligations of those with whom you work.  Support the work of other staff members and create a sense of “team” within the unit.
• Other duties as assigned 

STANDARD UNIVERSITY EXPECTATIONS:

• Model and encourage collaboration among University departments assuring effective communication and operations.
• Understand the University’s policies and, procedures, and exercise good judgment accordingly. Assure that University and student information is managed in a confidential and ethical manner in accordance with the University’s Code of Conduct and Ethics.
• Provide leadership through conduct, attitude, and professionalism. Represent the University to students, external groups, faculty, and staff in a way that reflects positively on the University.
• Be mindful and supportive of the overall Mission of Ottawa University.
• Exercise Inclusivity in your daily actions accruing alignment within expectations of the University’s Mission Statement and Statement of Inclusion, Openness, and Community.

NOTE

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Ottawa University is committed to equal employment opportunity and does not unlawfully discriminate in recruitment or employment on the basis of race, age, sex, color, religion, disability, national origin, sexual orientation, genetic information, or any other characteristic protected by law.

REQUIRED EDUCATION: (education based on essential job duties and requirements consistent with business necessity):
Bachelor's Degree preferred.

REQUIRED EXPERIENCE: (experience based on requirements in role and are consistent with business necessity)
3 years of related work experience.

ADDITIONAL ELIGIBILITY REQUIREMENTS: List required and/or preferred certification, industry specific requirements, required or preferred use of equipment, and all necessary job skills, abilities, and knowledge competencies) Provide a list of items below:

• Prior customer service experience, especially in a tech support role, providing service remotely.
• Demonstrated ability to work independently with minimal guidance.
• Experience with current online learning systems such as Blackboard, Brightspace or Canvas.
• Confidence with MS Excel
• Demonstrated initiative, timeliness, accuracy, and completeness in job performance.
• Excellent oral and written communication skills.  Must have excellent eye for detail.
• Ability to work with diverse and geographically dispersed colleagues and end-users.
• Experience working with faculty in a higher education setting.

WORKING CONDITIONS (Physical attributes required to perform job duties with or without reasonable accommodation - examples: sitting, lifting #, bending, driving, environmental factors or elements, noise level, stairs in a building, or other factors that will affect working conditions). Provide a list of items below:

• Prolonged periods of sitting.
• Work hours are negotiable but must include at least 2 hours/day every day of the week, including weekends unless there is no work available on a given day.
• Position sits and works in front of a computer screen for the duration of the work period. 

TRAVEL REQUIREMENTS: No - Travel Required

• If YES, list type and approximate percentage: None
• Responsible for driving students and University vehicles as part of job duties (YES/NO): No