Analyst 2: LMS Operations

We're thrilled you're considering a position with us. To help you prepare, please have the following information readily available before you begin your application: Resume/CV, Letter of Interest, and other applicable documents for the job. You will be completing information related to work history, educational background, and contact information.Some roles may have additional, job-specific questions to better assess your qualifications. We're committed to a fair and transparent hiring process. For more information about working at Pima Community College, visit the Pima Careers page .All employees are expected to live and work within the state of Arizona as a condition of employment. All selected candidates are subject to a successful completion of a background check.The data we collect during the application process is used to evaluate your qualifications for the role you're applying for. All data is handled with strict confidentiality and in accordance with our privacy policy.Position SummaryThe LMS Operations Analyst 2 provides advanced technical administration and serves as the primary Tier 2 liaison for the College’s Learning Management System (LMS). This role ensures system reliability by resolving escalated technical issues, managing third-party integrations, and maintaining accessible support channels for faculty. A key focus of this position is the management of the institutional knowledge base and self-paced faculty training, ensuring technical resources are optimized for both human users and AI-driven support tools.By analyzing help desk trends, chatbot logs, and system updates, the Analyst identifies patterns of user friction and creates a technical feedback loop to drive systemic improvements. The Analyst collaborates closely with the Center for Learning Technology (CLT) and the Teaching and Learning Center (TLC) to translate these data-driven insights into enhanced training initiatives and a streamlined user experience.Duties & ResponsibilitiesCoordinates and implements Learning Management System (LMS) updates; evaluates system changes, conducts testing in stage and production environments, and ensures system stability and alignment with institutional requirementsDevelops, curates, and maintains comprehensive technical documentation and instructional content, including user guides, knowledge base articles, and self-paced training modules; translates complex LMS processes into accessible resources to support faculty and staff in LMS proficiencyAdministers system access, role requests, and enrollment processes; ensures appropriate permissions, security, and compliance with institutional policies and FERPA regulationsEvaluates and integrates third-party tools and external software solutions; ensures compatibility within the LMS environment and troubleshoots integration-related technical issues, including basic HTML and CSS as it relates to LMS contentMonitors and optimizes LMS processes such as course cloning, role management, and system configurations to align with institutional best practices and improve efficiencyExercises independent judgment to diagnose and resolve complex technical cases while maintaining a high level of accuracy and system reliability under minimal supervisionProvides Tier 2 technical support and guidance to faculty and staff, assisting with issue resolution system navigation, and effective use of LMS tools with professionalism. Uses effective written and verbal communication to provide assistance and explain technical data to stakeholdersDiagnoses and resolves technical and operational issues related to software, hardware, integrations, and process inefficiencies within the LMS environment. Analyzes trends in support logs, chatbot interactions, and help desk tickets to identify patterns of user friction and need for system improvementsCollaborates with internal stakeholders and external partners to coordinate system improvements, ensure seamless communication of LMS updates, and support institutional goalsParticipates in LMS enhancement initiatives and process improvement projects; provides technical expertise during project planning, testing, and implementation phasesMaintains currency in LMS administration trends, including emerging educational technologies, security configurations, and process optimization strategies, to ensure the College remains at the forefront of digital learningPerforms all other duties and responsibilities as assigned or directed by the supervisorJob Requirements/QualificationsBachelor’s degree andOne to three years of related experience in LMS administration, developing instructional/technical resources, or providing high-level technical support or An equivalent combination of certification, education and experience sufficient to successfully perform the essential duties of the job such as those listed abovePreferred:Experience in a teaching, instructional, or training role Knowledge, Skills And AbilitiesSkill in verbal and written communication with the ability to explain technical concepts to audiences with a wide range of technical skillsSkill in analyzing data and drawing conclusionsSkill in project management principles, processes, and techniquesSkill in performing a variety of duties, often changing from one task to another of a different natureSkill in positive, productive and flexible customer serviceAbility to adapt to a rapidly changing technical environmentAbility to work independently as well as in a team environmentAbility to adapt and maintain professional composure in emergent and crisis situationsIf you require assistance, or a reasonable accommodation for individuals with disabilities, please do not hesitate to contact Pima Community College Human Resources.Human Resources Contact Information Phone: (520) 206-4624 TTY: (520) 206-4530 Email: hr@pima.edu Pima Community College is an Equal Opportunity Employer. We encourage applications from all qualified individuals.