INDIANA UNIVERSITY ONLINE (UA-OEC-IUBLA)

Indiana University (IU) Online is dedicated to maintaining the academic integrity of an IU degree while expanding online education offerings to students locally, nationally, and internationally. As a university-wide office, IU Online provides strategic leadership in delivering online education, leveraging IU's scale, resources, and reputation. In alignment with the IU 2030 Strategic Plan , IU Online advances student access and success through innovative online programs and services developed in collaboration with IU campuses.

IU Online, under the Office of the Vice President for Student Success (VPSS) , partners with IU's academic units, as well as UITS' Teaching and Learning Technologies (TLT) for instructional design and learning technology and with University Communications and Marketing (UCM) for marketing, to develop, launch, and maintain online programs. As of Fall 2026, IU Online offers nearly 200 academic programs, 50 of which are collaborative academic programs across IU's 9 campuses with an enrollment of 11,063 students. The office manages admissions, recruitment, student services, administration, advising, reporting, program and assessment support, and compliance for online programs.

Department Specific Responsibilities

• Reports to the Manager, Non-Credit Learning and Digital Credentials and supports the administration, operation, and continuous improvement of Indiana University's non-credit learning and digital credentialing platforms.
• Serves as a primary point of contact for learners and university stakeholders seeking information, consultation, training, or assistance with IU Expand and digital credentialing services.
• Monitors shared service inboxes and manages inquiries from initial contact through resolution, follow-up, or escalation.
• Assists users with account access, registration, enrollment, course participation, payments, refunds, digital credentials, and related platform questions.
• Investigates and resolves routine and moderately complex platform, account, enrollment, credentialing, and administrative issues.
• Coordinates with university partners on matters involving accessibility, security, payments, identity management, system integrations, vendor support, and other specialized areas.
• Processes requests received through Qualtrics forms, shared inboxes, and other approved intake channels.
• Reviews submissions for completeness, accuracy, and alignment with established requirements and coordinates necessary documentation, approvals, and follow-up.
• Configures and maintains assigned platform components, digital badge records, issuer information, user access, and related administrative settings.
• Reviews new and updated IU Expand listings for accuracy, consistency, usability, accessibility considerations, and adherence to platform standards.
• Maintains records, tracks workflow progress, documents troubleshooting activities, and supports knowledge sharing and operational continuity.
• Identifies recurring questions, support trends, and opportunities to improve forms, documentation, training resources, communications, and administrative processes.
• Participates in testing platform enhancements, workflow changes, and service improvements and provides feedback from the user-support perspective.

General Responsibilities

• Provides experienced assistance with project management activities, resource allocation, and communication.
• Develops a schedule designed to meet necessary deadlines and communicates with team members.
• Monitors project progress and handles highly complex issues that arise.
• Ensures projects adhere to frameworks and all documentation is maintained appropriately for each project.
• Allocates tasks and assignments to lower-level appointed staff and monitors their performance.
• Performs a variety of administrative skills and prepares correspondence related to the project.

Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.

EDUCATION

Required

• High school diploma or equivalent (such as HSED or GED.)

Preferred

• Bachelor's degree.

WORK EXPERIENCE

Required

• 4 years of relevant experience.

Preferred

• Experience working in a complex, decentralized higher education environment.
• Experience providing customer or technical support for a technology platform or online service.

SKILLS

Required

• Demonstrates project management skills.
• Proficient written and verbal communication skills.
• Excellent collaboration and team building skills.
• Demonstrates time management and priority setting skills.
• Effective interpersonal skills.
• Ability to lead/manage others.
• Ability to drive multiple projects to successful completion.

Preferred

• Experience coordinating administrative workflows, documentation, training materials, projects, or service requests.
• Experience working with learning technologies, continuing or professional education, digital credentials, or higher education services.
• Excellent customer service, collaboration, and problem-solving abilities.
• Ability to learn technology platforms, follow established processes, and identify solutions to operational and user needs.

This role requires the ability to effectively communicate and to operate a computer and other standard office productivity equipment. The position involves sedentary work as well as periods of time moving around an office environment and the campus. The person in this role must be able to perform the essential functions with or without an accommodation.

IU Expand is Indiana University's centralized platform for continuing education, professional development, employee training, public outreach, and other non-credit learning opportunities. The platform hosts 2,000 plus courses, has served more than 170,000 unique learners, and has generated more than $1.8 million in revenue since its paywall launched in 2017.

Indiana University also uses Parchment Digital Badging, formerly Canvas Credentials, to issue verified digital credentials recognizing learning activities, achievements, skills, and competencies. Digital badges and micro-credentials may recognize for-credit learning, non-credit learning, or a combination of the 2.

2805 East10th Street

Bloomington, Indiana 47408

This position is eligible to work a hybrid schedule (mix between in-person work and remote), subject to change in the future based on university policy and business needs.

$23.45-$26.45 per hour

For full-time staff employees, Indiana University offers a wide array of benefits including:

• Comprehensive medical and dental insurance
• Health savings account with generous IU contributions
• Healthcare and dependent care flexible spending accounts
• Basic group life insurance paid by IU
• Voluntary supplemental life, long-term disability, critical illness, and supplemental accidental death & dismemberment insurance
• Base retirement plan with generous IU contributions, subject to vesting
• Voluntary supplemental retirement plan options
• Tuition subsidy for employees and family members taking IU courses
• 10 paid holidays plus a paid winter break each year
• Generous paid time off plans
• Paid leave for new parents and IU-sponsored volunteer events
• Employee assistance program (EAP)

Learn more about our benefits by reviewing the IU Benefit Programs Brochure.

Career Level: Mastery

FLSA: Nonexempt

Job Function: General Administration

Job Family: Project Management

Click here to learn more about Indiana University's Job Framework.

This posting is scheduled to close at 11:59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.

If you wish to include a cover letter, you may include it with your resume when uploading attachments.

Indiana University is an equal opportunity employer and provider of ADA services and prohibits discrimination in hiring. See Indiana University Notice of Non-Discrimination here which includes contact information.

The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online. You may also request a physical copy by emailing IU Public Safety at iups@iu.edu or by visiting IUPD.

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Telephone: 812-856-1234