E-learning Support Officer

2 weeks ago

Ho Chi Minh City, Vietnam RMIT University Full time

Overview:

- RMIT Vietnam

, an entity of RMIT University, has campuses in Ho Chi Minh City and Hanoi 2001. We provide internationally recognised, high-quality, education and professional training for students, clients and the community, and assist in the development of human resources capability in Vietnam and the region by hosting students from Australia and many other countries.

Your role

The e-Learning Support Officer is responsible for supporting the efficient and effective use of learning technologies in the University, both in HCMC and Hanoi. The key focus of this role is to ensure the effective utilisation and organisation of e-learning resources and systems and in addition, to assist and provide functional support to academic staff to help develop their technical skills and knowledge of e-learning systems and resources to enable them to implement the technology into their teaching.

Key accountabilities- Provide functional support for student and staff users of the Online Learning Environment (OLE) and Learning Management System (LMS).- Provide basic orientation for new academic staff on OLE/LMS.- Resolve support queue issues within prescribed time frames Follow up on issues with users to ensure successful resolution. Liaise with RUVN IT Services, Student Record System Admin team, and ITS Melbourne to investigate and resolve technical and access issues with the OLE. Recommend release of NoBITS for service interruptions based on agreed guidelines. Escalate issues when necessary.- Help academic to use selected administrative and productivity software for purposes related to learning and teaching.- Identify academic staffs’ needs for advanced-level functional and basic-level pedagogical training in the use of the Online Learning Environment. In collaboration with other staff in Office of the Dean, Students, develop and deliver this training. Liaise with relevant work units to schedule training sessions to maximise opportunities for staff to attend.- Lead the development and maintenance of a comprehensive suite of online support materials for the Online Learning Environment to ultimately reduce support needs. Develop or source web-based, printable, and video support documentation for staff and student users. Compile reports on support calls and outcomes to demonstrate service quality.- Manage course readiness processes for the Online Learning Environment to prepare for each new semester and term.- Develop annual, semester, and term processes; maintain internal documentation for these. Recommend improvements to processes after each cycle.-
- Execute all assigned administrative and content maintenance functions for RMIT's Online Learning Environment with a high level of accuracy, and within assigned timeframes.-
- Draft routine communications for end users regarding upcoming processes and recommend release timing and audience.-
- Perform manual updates and configuration changes to individual courses in the Online Learning Environment.-
- Lead small project teams to implement and communicate minor works and routine upgrades/changes to the Online Learning Environment. Participate as assigned in change management activities for upgrades or improvements to learning technologies.- Use Student Record Systems, SAMS, previous semesters’ records, and information from Departments and other sources to compile accurate information for use in scope documents, usage reports, and other required documents.- Other tasks, as assigned.

Key selection criteria- Bachelor’s Degree.- At least 3 years relevant work experience.- Prior experience of working in an educational environment or experience in teaching is desirable- Proven specialist functional expertise in the use of learning technologies and the ability to advise staff on how best to use and configure learning tools to achieve intended teaching purposes.- Proven expertise in Learning Management System administration.- Proven experience in the creation of print and online support documentation (for both internal and end users).- Ability to analyse user needs, then plan, develop and deliver training sessions on using learning technologies.- Ability to compile and analyse complex data using spread sheets (e.g., If, Concatenate, Vlookup & Autofilter functions in Excel).- High level of accuracy and attention to detail with the ability to work within deadlines.- Ability to work independently and show initiative.- Organisational and planning skills at the level of leading small teams on tasks and minor projects.- Ability to make effective decisions with limited guidance.- Demonstrated skill in maintaining productive and effective work relationships in a multinational environment and a geographically dispersed team.- Experience in database management is desirable.- Familiarity with RUVN Online Learning Environment (Canvas and Office 365) is desirable.- Ability to display appropriate behaviours in line with the position, as per the RMIT Behavioural Capability Framework

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