At the University of California, Berkeley, we are committed to creating a community that fosters equity of experience and opportunity, and ensures that students, faculty, and staff of all backgrounds feel safe, welcome and included. Our culture of openness, freedom and belonging make it a special place for students, faculty and staff.
The University of California, Berkeley, is one of the world's leading institutions of higher education, distinguished by its combination of internationally recognized academic and research excellence; the transformative opportunity it provides to a large and diverse student body; its public mission and commitment to equity and social justice; and its roots in the California experience, animated by such values as innovation, questioning the status quo, and respect for the environment and nature. Since its founding in 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world.
We are looking for equity-minded applicants who represent the full diversity of California and who demonstrate a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present in our community. When you join the team at Berkeley, you can expect to be part of an inclusive, innovative and equity-focused community that approaches higher education as a matter of social justice that requires broad collaboration among faculty, staff, students and community partners. In deciding whether to apply for a position at Berkeley, you are strongly encouraged to consider whether your values align with our Guiding Values and Principles, our Principles of Community, and our Strategic Plan.
Application Review Date
The First Review Date for this job is: 2/23/2020
Research, Teaching, and Learning Services (RTL) is composed of several teams providing support for instructors and researchers on the UC Berkeley campus. Each area provides leadership in their area of expertise and coordinated work including consultation, resources, tools, and projects across RTL and the broader campus community.
Course Evaluations provides instructors, departments and programs with an email and online-based evaluation platform to promote teaching effectiveness, faculty advancement, and program accreditation. The service currently serves more than 60 campus units, reaching nearly all of the undergraduate student population. Learn more about Course Evaluation Service: https://dls.berkeley.edu/services/course-evaluations
Open Minded approach to Diversity, Inclusion, and Belonging Research, Teaching, and Learning believes in and fosters a workplace environment where people can bring their diverse skills, perspectives and experiences toward achieving our goals through a process of critical inquiry, discovery, innovation, while simultaneously committing to making positive contributions towards the betterment of our world. In addition, support and amplify the campus principles:
We champion diversity.
We act with integrity.
Diversity, Inclusion, and Belonging are more than just suggestions for us. They are the guiding principles underlying how we come together, develop leaders at all levels of the organization, and create an environment that unites us. We affirm the dignity of all individuals, call upon our leaders to address critical issues with integrity and intention, respect our differences as well as our commonalities, and strive to uphold a just community free from discrimination and hate.
Primary duties for this role include routine service operation tasks such as evaluation cycle setup and end-of-term report creation for faculty and staff. The service is built around the Explorance Blue platform (platform (http://www.explorance.com/blue-applications/blue-evaluations). The Support Coordinator will also work collaboratively with Digital Learning Services (DLS) colleagues to support other digital tools and platforms, including the Learning Management System (Canvas), Classroom Response Systems (iClicker), Academic Integrity (Turnitin), Grading Tools (Gradescope), Ally/Accessibility. Learn more about DLS services: https://dls.berkeley.edu/services
Key Responsibilities include:
I. Advanced Support of Learning Management System (LMS), Course Evaluations Platform, and other instructional technology services (grading tools, video platforms, etc.)
Escalations: Handling more difficult support tickets that are escalated by our campus helpdesk.
Consultations: Face-to-face and remote support consultations with instructors, GSIs (TAs) and academic support staff.
II. Documentation & Training
Knowledge Management: Designing and communicating standard knowledge and documentation practices across organization. Includes proactive authoring of needed user- and staff-facing documentation in response to changes in services or campus needs.
Training & Workshops: Authoring training materials (getting started guides, online courses, etc.). Scheduling and delivering workshops.
III. Communication & Coordination
Service Desk Liaison: Serve as interface between central it helpdesk and service managers regarding improving support processes, including ticket completion, problem management, vendor management.
Communications: Drafting and coordination of campuswide and targeted messages (workshop promotion, service alerts) to instructors, students, and academic support staff.
IV. Department & Project Team Member Serves as member of cross-functional service improvement project teams to:
Provide technical expertise in identifying, evaluating and developing complex systems and procedures.
Gather, analyze, prepare and summarize business and user needs, documenting requirements, and revising existing system logic difficulties as necessary.
Validate requirements against needs.
Apply business systems concepts to design details of complex automated systems
Develop complex user interface designs.
Plan and execute unit integration and acceptance testing.
Provides input to Requests for Proposals (RFPs) or writes portions of RFP document.
V. Other Duties as assigned by supervisor
Knowledge of digital tools and technology applications utilized in support of higher education instruction (LMS, course evaluation, classroom response systems, video production, etc.)
Demonstrated ability in working with and/or administering technology platforms and digital tools
Demonstrated understanding of instructional design, pedagogical principles, and instructional practices in higher education (online/hybrid instruction, flipped learning, peer review, etc.).
Advanced analytical and troubleshooting skills. Demonstrated ability to assess user needs or service issues and recommend appropriate solutions to meet those needs.
Excellent oral and written communication skills.
Strong customer service, interpersonal communication skills, and ability to work with both technical and non-technical personnel at various levels of the organization.
Strong political acumen and sound decision making ability.
Degree in a related field (Education, Instructional Design, Information Science, etc.) and/or equivalent experience/training
Certifications in the following areas: ITIL Foundations, Instructional Design, Customer Support
Experience running and/or supporting a course evaluation service
Experience providing frontline support, workshops, trainings, and other forms of support for technology services
Experience working with academic departments within a university or other higher ed institution
Growth Mindset: Excited about tackling challenges and learning new things
Advanced knowledge of digital tools and technology applications utilized in support of higher education instruction (LMS, course evaluation, classroom response systems, video production, etc.)
Salary & Benefits
Hiring Range: $80,000 - $95,000 annually. Commensurate with experience. For information on the comprehensive benefits package offered by the University visit:
Please submit your cover letter and resume as a single attachment when applying.
This is a 2-year contract appointment with oportunity for renewal.
Conviction History Background
This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.
The University of California was chartered in 1868 and its flagship campus - envisioned as a "City of Learning" - was established at Berkeley, on San Francisco Bay. Today the world's premier public university and a wellspring of innovation, UC Berkeley occupies a 1,232 acre campus with a sylvan 178-acre central core. From this home its academic community makes key contributions to the economic and social well-being of the Bay Area, California, and the nation.