App Support Analyst

**About the role**:
We are looking for a App Support Analyst with a strong understanding of Moodle LMS to join us on a short term engagement of 2.5 months.

This full-time position is immediately available and the work will last through until late August 2025. This role will be office based out of our Melbourne Central location.

**Key Responsibilities**:
Technical Support

Support and troubleshoot user account creation for both staff and students, ensuring accounts are set up accurately and on time via manual entry, bulk upload, or integration with the Student Management System (SMS).
- Manage and troubleshoot enrolments and unenrollment’s, ensuring users are correctly enrolled in relevant courses, cohorts, and groups.
- Resolve login and access issues, including forgotten passwords, incorrect roles, and single sign-on (SSO) problems.
- Assist with the creation and duplication of course shells based on standard templates or specific academic requirements.
- Set up and maintain course structure, including categories, formats, and layout preferences.
- Support academic staff in uploading and organizing course content, such as files, pages, folders, videos, and links.
- Configure assessments, including assignments, quizzes, and other interactive activities.
- Assist with the setup of grading tools, including rubrics and marking guides.
- Troubleshoot gradebook-related issues, such as grade visibility, incorrect calculations, or missing submissions.

Service Management
- Ensure that service desk tickets are responded to in an efficient and effective manner.
- Resolve tickets in a timely manner to meet SLAs that contribute to an acceptable level of service
- Support ticket triage, resolution or escalation using the helpdesk system
- Follow change, incident and problem management processes
- Identify trends and recurring incidents and escalate them through problem management, effectively reducing future ticket volume

Stakeholder Engagement
- Building strong stakeholder relationships and excel at stakeholder communication.
- Undertake user training

Role Purpose:
The role will be responsible for:

- Providing support and maintenance across multiple Moodle Learning Management System (LMS) instances, which are used by staff and students to deliver and access course content.
- Perform a range of tasks including onboarding and offboarding users, as well as managing access permissions for Learning Management Systems (LMS), Customer Relationship Management (CRM), and Student Management Systems (SMS)
- Contribute to an initiative aimed at identifying LMS support tasks that can be transitioned from IT to internal departments. Assist in planning a shift toward a more self-sufficient support model by empowering departments with the appropriate access and knowledge.

**Required Skills/Experience**:
Moodle Platform Knowledge:

- Familiarity with Moodle’s interface, navigation, and core features (e.g., course creation, enrolments, quizzes, gradebook).
- Understanding of roles and permissions (e.g., student, teacher, manager).
- Experience with troubleshooting Moodle-specific issues (e.g., SCORM packages not loading, quiz settings, file uploads).
- Understanding how Moodle integrates with other systems such as**:Student Management Systems (SMS)**:

- Familiarity with cohort enrolments, manual enrolments, and auto-enrolment methods.

User Access & Account Management:

- Experience in provisioning, modifying, and removing user access for LMS, SMS and CRM platforms.

**Who we are**:
UP Education is a leading private education provider across Australia and New Zealand, delivering quality higher education, vocational training, and pathway programs to approximately 39,000 students annually. With a network of 64 campuses and over 300 courses, we are proud to play a key role in addressing skill shortages in vital industries such as health, wellbeing, and the applied trades. Our programs are developed in close collaboration with industry partners to ensure our students graduate ready to succeed in the workforce.

**Why work with us**
- Flexible working with a hybrid work arrangement balancing between home and our office
- Supportive team environment with ongoing commitment to professional development and career progression.
- Fantastic opportunity to be part of an energising team and growing company

**We are an equal opportunity employer. As part of our commitment to equity, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment.