Extension Foundation Seeks Online Moodle and Course Merchant (D2L) Administrator 

Application Link: https://registry.extension.org/260076557418058

Open Until Filled

Purpose

The Online Moodle and Course Merchant (D2L) Administrator serves as the primary system administrator and support lead for the Extension Foundation’s online learning management system (Campus, powered by Moodle) and its companion e-commerce platform (Catalog, powered by Course Merchant and Stripe). This contractor (up to 90 hours per month) ensures both platforms operate reliably, securely, and efficiently to support the educational mission of Cooperative Extension nationwide.

This position reports directly to the Director of Technology Services and Communications.

Scope of Work and Responsibilities

Learning Management System (Campus) Administration and Troubleshooting

• Administer all aspects of the Moodle-based Campus environment, including configuration, course setup, and performance optimization.
• Manage user roles, permissions, and authentication to maintain secure access control and data integrity aligned with cybersecurity standards. 
• Create and configure new course shells for participating Extension institutions, ensuring consistency in structure and metadata.
• Organize course categories and maintain logical site hierarchy for usability and reporting accuracy.
• Generate and maintain standard and ad hoc reports for internal use and institutional partners.
• Advise course instructors on best practices for Moodle tools, course design, grading methods, and content delivery.
• Proactively monitor site functionality, performance, and integration health, identifying and resolving technical issues as they arise.
• Diagnose and troubleshoot system errors, plugin conflicts, and user-reported issues; apply solutions independently or coordinate with Learning Pool for advanced fixes.
• Coordinate version upgrades, plugin management, and feature testing with Learning Pool, ensuring stable implementation with minimal user disruption.
• Maintain clear documentation of technical resolutions, configuration changes, and known issues to improve institutional knowledge and efficiency. 

Catalog and E-Commerce Management (Course Merchant and Stripe)

• Manage all administrative functions of the Course Merchant-based Catalog, including course listings, pricing, and descriptions.
• Set up and maintain payment processing through Stripe, ensuring accurate connection between Campus and Catalog systems.
• Create and manage voucher codes, discount campaigns, and course-specific promotions.
• Insert course purchase buttons and enrollment instructions within Campus course pages.
• Support instructors and users with payment-related issues, failed transactions, and access errors.
• Troubleshoot and resolve technical problems affecting enrollment, payment flow, or data synchronization between Catalog, Stripe, and Moodle.
• Reconcile all financial activity quarterly, ensuring transaction reports match Stripe data.
• Prepare and deliver quarterly reconciliation statements and financial summaries to the Chief Financial Officer and Director of Technology Services and Communications.
• Store all quarterly reconciliation documents and reports in the designated shared Google Drive repository for secure archival.
  

Customer Service and Communication Standards

• Serve as the primary contact for customer service inquiries submitted via the designated help desk or support email.
• All inquiries should receive an initial response within 48 business hours, excluding weekends and official holidays.
• Maintain clear, professional, and timely communication with instructors, administrators, and learners. Redirect learners to course instructors as appropriate and set boundaries on what learners can reach out to the help desk for. 
• Develop, implement, and maintain a library of email templates and auto-reply messages to streamline routine responses and set expectations for complex issue timelines.
• Use these tools consistently to acknowledge, update, and close user requests.
• Track and report response times, recurring issues, and volume trends to improve support efficiency.
• Escalate unresolved or systemic issues to the Director of Technology Services and Communications for prioritization or vendor escalation. 

System Coordination and Vendor Management

• Serve as the primary liaison with Learning Pool and Course Merchant for all service requests, upgrades, and incident management.
• Collaborate with vendors to identify root causes of recurring problems and implement permanent corrective actions.
• Maintain compliance with data privacy, accessibility, and information security standards (FERPA, GDPR, and internal cybersecurity policies).

Hours and Availability

• Contractor may maintain a flexible work schedule, provided they are consistently available during the Foundation’s core operating hours (8:00 a.m.–5:00 p.m. U.S. Central Time, Monday–Friday). 
• Occasional after-hours work may be required for emergency maintenance or scheduled system updates, with advance coordination and approval.
• Work must be tracked and invoiced according to Foundation policies, reflecting actual hours worked each month.

Reporting and Deliverables

• Submit monthly system and activity reports detailing:
  • Number and type of support requests handled
  • Average response and resolution times
  • System updates and maintenance performed
  • Identified issues and corrective actions taken
• Provide quarterly financial reconciliation reports to the CFO and Director of Technology Services and Communications.
• Maintain a complete archive of all reports, logs, and reconciliations in the shared Google Drive repository.
• Recommend enhancements, workflow improvements, and automation strategies to improve efficiency and user experience.

About the Extension Foundation

The Extension Foundation is a nonprofit established in 2006 by Cooperative Extension Directors and Administrators nationwide. Extension Foundation is embedded in the U.S. Cooperative Extension System. Our mission is to empower a national network of community-based educators, volunteers, and partners to turn knowledge into real-world solutions for stronger communities and people.