Course Maintenance Specialist

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:
 

Grade: Services 205

Pay Range: $20.33 - $29.51

Job Description

The Course Maintenance Specialist keeps our courses accurate, stable and up to date with the latest quality improvements. This role is responsible for maintaining course content, placing and updating items within our learning management system, ensuring the asset library is organized and navigable, and supporting the transferring of courses from our authoring to production environment. The Course Maintenance Specialist works as a support to the Associate Instructional Technologist to help ensure every course delivers a seamless student experience. 

Essential Functions and Responsibilities:

• Updates, maintains, and troubleshoots course content by coordinating with internal and external stakeholders or in response to program feedback.
• Meets service level agreements and ticket processing goals.
• Provides effective and friendly customer support to students, staff, and faculty in a timely manner.
• Maintains integrity and confidentiality of proprietary information and student confidentiality in accordance with FERPA.
• Maintains a thorough understanding of the Course Maintenance Team process for all ticket types.
• Contributes to process improvement initiatives.
• Provides training to team for Course Maintenance processes and best practices, as required.
• Cross-trains with peers to support special projects as needed.
• Performs other related duties as assigned.

Knowledge, Skill and Abilities:

• Advanced proficiency with Salesforce and e-learning platforms
• Basic computer skills
• Competent data entry skills
• Ability to navigate a variety of technological platforms.
• Ability to learn new system and platform technologies.
• Basic proficiency with HTML
• Ability to multi-task and work on multiple projects simultaneously
• Good communication skills, both verbal and written
• Ability to prepare and deliver training.
• Student-focused mindset
• Ability to collaborate with colleagues inside the department.
• Ability to work independently on assigned tasks with moderate supervision.
• Exceptional time-management skills.
• Ability to keep a positive attitude with all members of the University.
• Ability to work in a fast-paced, queue-driven work environment.
• Demonstrates professionalism.
• Ability to document interactions correctly.
• Outstanding attention to detail
• Ability to accept and implement feedback
• Willingness to learn and grow.

Job Qualifications:

Minimum Qualifications: 

• 3 years of related experience. 

• Basic knowledge of standards and processes within a narrow scope of work.  

 

Preferred Qualifications: 

• Prior data entry experience. 

• Familiar with HTML. 

• Experien