Service Delivery Manager, Blackboard Learn
Job Req: 3499
Company Entity: Anthology Inc.
Community: Consulting
Location: United States
Date Posted: Oct 17, 2023
Remote: Remote
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Job Description
Service Delivery Manager, Blackboard Learn
Remote – US
Remote – US
The Opportunity:
Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals. We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company. For more information about Anthology and our career opportunities, please visit www.anthology.com. The Service Delivery Manager is responsible for coordinating the delivery of Blackboard Learn Application Administration services to clients. This person must be client service focused, work well in teams, identify and resolve service delivery issues, provide daily/weekly updates on current tasks, and escalate risks and issues as needed. Anthology offers a unique environment that fosters individual growth and rewards performance.
Primary responsibilities will include:
- Serving as the primary client contact relative to service delivery needs and management
- Understanding client objectives then setting and managing expectations relative to service delivery and actions required to meet objectives
- Facilitating and coordinating communication between various client stakeholders
- Facilitating and coordinating communication between client stakeholders and various Anthology departments as needed
- Providing day-to-day Blackboard Learn system GUI administration tasks such as:
- Building Block setting management
- Create and Manage Users, Roles, and Privileges
- Create and Manage Courses, Catalogs, and Terms
- Create and Manage Enrollments
- Manage System-wide Tools and Utilities such as
- Tool Settings
- My Blackboard Settings
- Achievements
- Enterprise Surveys
- Notification Management
- Goals Management and Reporting
- Creating and assigning Goals, Sub-Goals, and Categories for Standards Alignments
- Running System, Course, and Student Activity Reports
- Manage Community Settings, Users and Branding
- Manage Blackboard Content System
- Manage Blackboard Outcomes System
- Providing escalated support to end users, assuming that there is a first-tier end user help desk process in place (i.e. Blackboard Student Success which is a core part of the client solution)
- Assisting client in making strategic decisions in changes to the system, additional functionality, interfaces, changes in configuration, etc.
- Assisting business owners in translating concepts to written requirement
- Participating in client meetings to help make Blackboard Learn related decisions
- Developing, coordinating, and implementing plans to test processes during system/process development including quality assurance testing
- Evaluating upcoming releases and recommending new features and functionality
- Monitoring and sharing updates on application hotfixes, patches, and version upgrades
- Interfacing with Anthology consulting, product development, support teams and client management
The Candidate:
Required skills/qualifications:
- Bachelor’s degree
- Minimum five years of experience in system administrator role relating to Blackboard Learn or equivalent experience
- Ability to maintain composure under pressure
- Good interpersonal, written, oral communication skills and technical documentation skills
- Self-motivated and self-directed with keen attention to detail
- Strong knowledge of instructional design principles, practices, and theories
- Experience in timeline and project management and/or implementation of business and functional requirements
- Recent experience in Quality Assurance (QA) processes and practices
- Knowledge of standards (i.e., IMS, SCORM, LTI) and their implementation
- Knowledge of web accessibility requirements
- Fluency in written and spoken English
Preferred skills/qualifications:
- Business Analyst experience
- Executive/Senior Management communication experience
- Consulting experience
- Teaching experience in education and government setting
This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time. Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.
Pay Range is $75,000 - $90,000/year depending upon experience. We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.
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