Technical Implementation Specialist - Washington DC

Company: SAGE Publishing
Location: Washington, DC
Posted On: 05/03/2024

The Technical Implementation Specialist (TIS) is a critical point of contact for all activities supporting the successful setup and onboarding of customers using Sage digital products. Possessing strong technical competence and troubleshooting abilities, the TIS will lead Sage's efforts in delivering and supporting integrated courseware to our customers. This will include setting up integrations, working with institutional technologists to test those integrations, and troubleshooting issues that may arise during usage. In addition to adoption-specific work, the TIS will proactively work internally and externally to support the programmatic growth of Sage's technology strategy. The TIS will inform Sage product teams on the impact of upcoming roadmap items as well as serve in a lead role in working with external partners to develop new products and capabilities.
Essential job functions and responsibilities:Learning Tools Interoperability (LTI) configuration and testing* Lead the development work to fulfill courseware adoptions requiring Learning Management System (LMS) integration. Work with LMS administrators and instructors to set up and troubleshoot LTI issues during implementation and usage.* Proactively pursue integration set up with large key accounts and state systems. Gather institutional requirements for large, targeted accounts and collaborate within Sage to meet those requirements.LMS integration subject matter expertise* Collect and curate all required documentation for digital course set up, install, and usage. Serve as subject matter authority during creation and maintenance of support and reference documents.* Develop a comprehensive strategy to respond to institutional requirements on data and privacy issues prior to integration approval.* Assist other Sage departments in the development of strategies for using 3rd party vendors as part of digital offerings.Technical Training and Support* Serve as technical support authority for Sage digital products. Troubleshoot unresolved tier 1 technical support issues regarding LMS integration as raised from customer service and sales.* Provide real-time technical support assistance to other Sage client facing sales and engagement teams.* Build and deliver technical requirements documentation for courseware usage.* Review and contribute to customer support knowledge base on a regular basis.* Develop and deliver digital courseware training sessions for Sage sales representatives and solutions specialists focusing on how technology can be used to improve access to educational materials. Train other groups within Sage on common practices and standards for deploying digital content and services into the classroom.Digital Product Development* Run Sage's sandbox LMS accounts in Canvas, Blackboard, D2L and Moodle* Serve as a key collaborator in acceptance testing for future developments on Sage digital products.* Evaluate how issues related to LMS integrations, purchase models, LTI setup, and customer usage should impact product planning.* Proactively evaluate future LMS platform releases and report on how those updates could impact existing Sage users.
Qualifications and education:Required* Bachelor's degree or equivalent work experience* At least one year of work experience with one or more of all 4 major LMSs - Blackboard, Moodle, D2L, Canvas* Ability to search existing documentation and external resources to self-serve for troubleshooting purposes* Knowledge of and experience with LTI and assessment metadata standards* Microsoft Office Proficiency: Microsoft Word, Excel, PowerPoint* Able to collaborate effectively across departments to achieve goals and desired results* Demonstrated ability to learn new software systems and understand underlying technology concepts and how they impact product functionality* Adept at handling schedules and prioritizing key landmarks* Comfortable with significant fluctuations in seasonal workload. Able to remain calm and focused during very lively and stressful periods of peak demand* Project Management experience in an Agile environment.Preferred* Experience in 2 or more LMSs* 1 year experience with Learning Tools Interoperability (LTI) and assessment metadata standards.* Experience leading customer-facing training sessions both in person and virtually* Technical writing experience (process workflow and technical features)* Experience with adaptive learning and assessment platforms* Proficiency in Captivate, Camtasia, and video editing tools* Ability to coordinate and collaborate across multiple departments* Scrum Master or Scrum Product Owner certificationInterpersonal Skills* High attention to detail with a dedication to providing best-in-service delivery* Develop and maintain process documentation and quality assurance protocols* Excellent communication skills* Comfortable working in stressful situations* Creative problem solver who can work within practical boundaries* High organizational skills* Commercially minded* Can balance multiple projects at once* Confident* Positive attitudeCircumstances* Able to travel and stay away from home (10%)
Language, Reasoning, Analytical, & Mathematical Skills:* Effective listening, verbal and written communication skills* Ability to set and follow through on priorities* Ability to plan and run multiple projects and effectively multi-task* Effective decision making* Ability to work effectively and harmoniously with authors, freelancers, and internal staff* Ability to effectively manage time to meet deadlines and work professionally under pressure* Ability to foresee trends, situations, or problems* Ability to read, comprehend, analyze and interpret concepts, reviews, etc.* Ability to maintain confidentiality and work with tact* Ability to reason and problem solve* Ability to work with constant interruptions* Proficient analytical and mathematical skills* Ability to effectively make presentations to internal/external groupsPay Transparency and Benefits PackageSage Publishing is committed to being an inclusive employer where all individuals are treated with fairness and respect. Sage is proud to be an equal opportunity workplace and is an affirmative action employer.Compensation at Sage is influenced by several factors, including but not limited to skill set, nature and level of experience, qualifications, and other relevant considerations. We anticipate the minimum full-time salary range for this position to be between $79,186.00 - $98,866.00. Please note that the compensation details listed in U.S. role postings reflect the base salary only and do not include bonuses or benefits. Your recruiter can share more about the specific salary range and additional aspects of the compensation/benefits package for this position during the hiring process. If your desired salary falls outside of this range, we hope you'll still apply as there may be other positions that better align.In addition to compensation, Sage offers a highly competitive and comprehensive PPO medical, dental, and vision care benefits package with Sage covering most of the premium costs. Unique program benefits that support a healthy life, a company-sponsored anniversary trip every 5 years, a 401(k)-matching program of 100% up to 5% of pay, and other significant meaningful benefits. In alignment with our value for education, Sage offers financial support for bachelors and graduate-level degree programs as well as learning for personal interest.Sage offers freedom and autonomy in your day-to-day with hybrid or remote work, depending on the role. Join the nearly 2,000 Sage employees worldwide who deliver products and services that serve to fulfill our noble goal of education and dissemination of knowledge globally. We'd love to meet you!DEI CharterSage Publishing is committed to being an inclusive employer where all individuals are treated with fairness and respect, regardless of age, disability, gender identity, marriage and partnership status, pregnancy and parental responsibilities, race, religion and belief, sex, or sexual orientation.We believe that diversity is a cornerstone of a vibrant culture. We want Sage to be an organization where the most talented staff and high-potential staff are recruited, have the opportunity to grow, and want to work. We strive to achieve a better representation of diverse talent at all levels, including leadership, across our workforce.

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