Technical Implementation Specialist

3 weeks ago

Thousand Oaks, United States Sage Full time

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.
- 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 certification

**Interpersonal 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 attitude

Circumstances
- Able to travel and stay away from home (10%)

**Language, Reas

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