Senior Support and Training Analyst (Blackboard)

Requisition # 2018-8461
Date Posted 2 weeks ago(2/7/2018 1:56 PM)
Academic Technology Services
Information Technology
Full-Time / Part-Time


Princeton University’s Office of Information Technology (OIT) has an opening for a highly skilled Senior Support and Training Analyst to join its Academic Systems Support and Training team.  The Academic Systems Support and Training team is responsible for managing, maintaining and providing training in the University’s academic systems. 


Reporting to the senior manager, the support and training analyst works closely with University faculty, students and staff on facilitating the use of technology and media in teaching, learning, and research. The analyst provides one-on-one and group training; user support by phone and online; and support documentation for University academic systems. The systems supported include the campus’ Learning Management System (currently Blackboard), scholarly research websites (currently OpenScholar) and the University’s proprietary Web appointment scheduling application. The analyst also contributes to system evaluation, upgrade and testing.


  • In partnership with the senior manager and the application developer, support, maintain, document and provide training for the University’s academic technology systems, including the Learning Management System (currently Blackboard), the Web appointment scheduling application, OpenScholar
  • Support the faculty, staff and student users of the academic systems by phone support, through service management system communication, and through office visits
  • Plan for and conduct one-on-one and group training sessions in support of the academic systems; develop training sessions audience specific and appropriate for the venue
  • Work closely with faculty and staff to help achieve the successful use of the academic systems in teaching, learning, researching, and course management
  • Produce and maintain self-help resources that complement training, including how-to knowledge articles, FAQs, and training resources for new or upgraded functions or technologies
  • Research trends in academic technology systems and applications, recommend best practices for instructional use of new technologies, and advise faculty on applicability and suitability of applications for given task
  • Assist with the management and maintenance of academic applications, including research, evaluation, testing, upgrading, back-end modification, and writing/maintaining internal technical support documentation



  • A minimum of 7 years of experience administering academic systems and supporting end user functions, with at least 5 years of experience supporting the Blackboard learning management system
  • 5+ years of experience providing customer support for a mid- to large-sized organization
  • 3+ years of experience providing one-on-one and classroom training
  • Experience writing training documentation and support resources
  • Excellent troubleshooting and software testing skills
  • Enthusiasm for learning and developing new skills and keeping abreast of new and emerging educational technologies
  • Interest in the purposeful use of technology in higher education and research
  • Ability to edit basic CSS and HTML



• Experience with Blackboard SaaS
• Experience with service management software, preferably ServiceNow
• Experience with Drupal
• Knowledge of tablets and mobile technology
• Experience with OpenScholar



Bachelor's degree, or related work experience in a college or university environment





Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. EEO IS THE LAW

Salary Grade

AIT, 030

Standard Weekly Hours


Eligible for Overtime


Benefits Eligible


Essential Services Personnel (see policy for detail)


Physical Capacity Exam Required


Valid Driver’s License Required



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