Columbia University Senior Platform Support Specialist in New York, New York

Job TitleSenior Platform Support Specialist

Job Code Title

Job Requisition Number 094858

Department 4602- SPS School of Professional Studies

Location Morningside

Job Type Officer Full-Time Regular

Bargaining Unit

If temporary, indicate duration

Hours Per Week 35

Job Family Education and Training

Salary Grade 12

Salary Range Commensurate with experience

Advertised Summary Job Description The Senior Platform Support Specialist is responsible for project management, training, administration, and technical support of the school's learning management system (Canvas) and any related academic technologies. The ideal candidate has experience with learning management systems, CRM systems, or related eLearning environments. This person must possess excellent communication skills, a solid understanding of product development and strong project management skills. This position is accountable for platform management and support as specified by the Director of Online Support.


Training: Provide training on the LMS for new faculty and course associates.

  • Design and implement training for the LMS which covers: proper usage, essential features, and best practice tips/tricks. Establish web-based, workshop, and real-time training opportunities to accommodate diverse instructor schedules.

  • Draft and distribute communications to instructors/Faculty Affairs on available training dates and times prior to each term. Provide registration forms, track participation, record trainings, and follow up with those who haven't attended.

  • Partner with Faculty Affairs and the Instructional Design team to cover knowledge gaps in the faculty development process.

  • Regularly update training documentation to address: new features/software updates, top reported helpdesk issues, and policy/programmatic changes.

Administration: Responsible for the back-end administration of the LMS and related academic technologies.

  • Manage new course creation, course migration, and course publishing from term to term.

  • Manage manual enrollment and user permissions (outside of the automated student enrollment process). This may include instructors, course associates, students with holds, etc.

  • Partner with C & I teams to share LMS data, recommend LTI tools, and test integrations of new academic technologies.

  • Attend CUIT Canvas Working Group meetings and report back to the C & I team about relevant updates and the impact on SPS programs.

Helpdesk Support: Provide helpdesk support for the LMS to faculty, students, and staff.

  • Serve as point person for escalation of any support issues related to the LMS. Identify potential problems early, and contribute to solving those problems in a timely manner.

  • Partner with the instructional support to resolve tickets outside of your domain or escalate to relevant parties to ensure resolution.

  • Update help center resources, including technology guides, and frequently asked questions.

  • Work closely with Director and team to track issues, create reports, and use helpdesk analytics to improve support offerings.

Project Management:

  • Develop project scope and objectives, involving relevant stakeholders and ensuring technical/timeline-related feasibility

  • Coordinate internal resources and vendors for the execution of LMS-related projects

  • Develop detailed project plans and documentation to ensure projects are delivered on time, within scope and budget (where applicable)

  • Escalate changes in scope and schedule to management

  • Manage and strengthen key stakeholder relationships

  • With support of Director, delegate project tasks based on team members' individual strengths, skill sets, and levels of experience

Minimum Qualifications for Grade

Applicant MUST meet these minimum qualifications to be considered an applicant Bachelor's degree or equivalent.

A minimum of three years of related experience

Additional Position-Specific Minimum Qualifications

Applicant MUST meet these minimum qualifications to be considered an applicant Strong communication skills, a solid and current knowledge of instructional and social technologies/media, experience with web-based conferencing tools, video/audio production experience working with college faculty in technology training. Ability to work in a team, lead creative functional areas, and manage multiple priorities is required. Must be detail oriented, able to provide technical support across production and non-production environments, and able to identify, recommend and implement tools or techniques that significantly improve and support successful management, delivery and integration of programs/projects.

Special Instructions

Preferred Qualifications - Master's degree preferred, as well as a degree in instructional technology or a related discipline.

  • Experience in online learning is highly preferred.

  • Strong organizational and management abilities, creative problem-solving skills, excellent written and verbal communication skills, with the ability to negotiate and influence others.

  • Ability to manage multiple projects on a cross-functional team and deliver results under prescribed deadlines.

  • A solid and current understanding of data analytics and reporting.

Essential Functions

Additional Essential Functions (Limit to 3950 characters.)

Special Indications

This position works with:

HIPAA Compliance training required No Response

Participation in Medical Surveillance required No Response

What type of posting? Is this a waiver request? Standard Posting

Requisition Open Date 10-03-2018

Requisition Close Date Open Until Filled

Quick Link

EEO Statement Columbia University is an Equal Opportunity/Affirmative Action employer.

Local Hiring Columbia University is committed to the hiring of qualified local residents.

This organization is a federal contractor subject to the Vietnam Era Veterans' Readjustment Assistance Act of 1974, as amended by the Jobs for Veterans Act of 2002, 38 U.S.C. 4212 (VEVRAA). The final rules now require contractors and subcontractors to invite applicants to self-identify as protected veterans or individuals with disabilities.

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