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Canvas Product Support Specialist
Overview
Department: Information Technology
Job title: Product Support Specialist II (Canvas LMS Specific)
Classification: Exempt
Reports to: Director of Technical and Product Support
Job Summary
The Product Support Specialist is responsible for providing technical support and administration of the Canvas Learning Management System (LMS). The candidate will be responsible for providing end-user support, integrations, monitoring system performance, and working collaboratively with staff and clients to resolve technical issues. The Product Support Specialist will work together with IT team members to conduct system maintenance and upgrades. This role assumes full accountability along with the other members of the team for delivery of services that meet all business requirements, as well as providing outstanding customer service, technical knowledge, and accurate and timely deliverables.
Minimum Qualifications
- Bachelor’s degree in a related field (i.e., Business, Computer Science, or Information Systems) or equivalent work experience
- 5+ years of technical support work experience, ideally supporting enterprise-grade platforms
- Minimum of 3 years experience in administration of Canvas LMS
- Proficient in using the Canvas LMS system and its associated tools
- Experience configuring third-party web-based enterprise platforms
- Experience working in a modern cloud-based hosting environment (i.e., AWS, Azure)
- Understanding of HTML, CSS, and JavaScript
- Proven customer service and problem-solving skills
- Experience in developing technical training materials and conducting technical training sessions
- Child Abuse Clearance; Pennsylvania State Police Criminal Record Check; and Federal Bureau of Investigation (FBI) Clearance – Act 153 and Act 168
Essential Duties and Responsibilities
- Respond promptly to technical support tickets submitted by Canvas users
- Assist users in the configuration and usage of the Canvas LMS platform
- Troubleshoot and resolve technical issues related to Canvas LMS
- Coordinate with support team to escalate and resolve critical issues
- Provide training and guidance to staff on the use of the Canvas LMS system
- Maintain up-to-date documentation of system functionality and procedures
- Monitor system performance and take proactive measures to ensure its optimal operation
- Collaborate with software development teams to ensure seamless integration of Canvas with other learning technologies and tools
- Leads outage resolution episodes for all production outages serving as both Tier II lead as well as the main point of contact within problem management protocol
- Works with outside vendors, development and test teams to research and solve technical problems
- Collaboration with Agile product development and Scrum teams
Physical Demands
While performing the duties of this job, the employee is occasionally required to stand, walk, sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Lincoln Learning Solutions is an equal-opportunity employer. It is the policy of Lincoln Learning Solutions not to discriminate against any employee on the basis of sex, race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity/reassignment, citizenship, pregnancy, veteran status, or any other status protected by applicable federal, state or local law. This policy includes but is not limited to decisions regarding selection, promotion, job assignment, transfers, layoffs, compensation, discipline, termination, and access to benefits and training.