Location: Penn LPS, University City
Temporary Web Support Position Description
The Program Development group at Penn’s College of Liberal and Professional Studies (LPS) is seeking an experienced web manager to provide technical support in the implementation of its portfolio of online offerings on its custom-built Drupal platform, Penn LPS Commons. Applicants should have a strong background in managing complex web sites with Web 2.0 technologies and web-assisted live events as well as an ability to support stakeholders in their use of these technologies.
Primary responsibilities include:
Support online course design/delivery
o Assist faculty and instructional designers with creating and uploading multimedia content to online course sites.
o Authenticate online courses and communities before they go live.
o Assist with enrollment management in course sites.
o Handle first-tier help inquiries from users within a 24-hour window.
o Track help inquiries in osTicket; report issues monthly.
Support live web conferencing events on Adobe Connect Professional
o Provide live support during web events.
o Set up user accounts and manage meeting rooms.
o Troubleshoot user desktop environments and audiovisual hardware.
o Provide user training and practice sessions.
Assure quality of the Penn LPS Commons
o Conduct usability testing across role types and functions.
o Document suspected bugs and system enhancement requests.
o Maintain good technical documentation for all work completed.
Coordinate continuous process improvement efforts
o Create web-based user tutorials and administrative process documents.
o Coordinate the collection and distribution of course evaluation data via online survey tools.
o Utilize Google Analytics and back-end reporting tools to examine user behavior in online courses and communities.
Requirements:
Bachelor’s Degree or completion of a technical training program; 2-3 years of related professional experience with Drupal, web development, technical support or comparable work-related experience required. Experience with multimedia and design software (e.g. Adobe Suite, Real Media, Quicktime, Flash) is preferred.
Candidates must possess a customer-service orientation with strong written and verbal communication skills and accountability without direct supervision. Must have excellent problem-solving and time-management skills, be highly organized and attend to details. The ability to multi-task in an environment with competing priorities is essential. Good writing and editorial skills preferred.
Job dates: ASAP through Aug 31, 2010 (Opportunities to extend contract are likely.)
Work Hours: 25-35 hours per week. Evening and weekend hours required.
Pay: $26/hour
Location: On campus in University City.
To apply, please submit resume and cover letter to: lps-commons@sas.upenn.edu
Contact: lps-commons@sas.upenn.edu
