Learning Technologies Analyst - Waterloo, Canada - University of Waterloo

University of Waterloo

Verified Company

Waterloo, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Overview:

Term: 2 years.

The Learning Technologies Analyst (LTA) has foundational knowledge in a range of Educational Technologies which is used for providing operational support for the full lifecycle of both credit and non-credit fully online/technology-enabled courses developed by the Centre for Extended Learning (CEL).

The incumbent will be responsible for time sensitive technical service desk support, front-line relationship management, and providing exceptional service to all stakeholders including students, instructors, TAs, CEL Systems team and CEL Staff.

The LTA will coordinate development and delivery support activities with other service departments across campus including Instructional Technologies and Media Services (ITMS) and Centre for Teaching Excellence (CTE).

Further, the LTA will provide timely advice on the appropriateness of current and future educational technologies to the Systems team and course development team within CEL.

Additionally, the LTA will use his/her knowledge of information and computing technologies to ensuring a stable, secure and modern computing work environment within CEL.

Responsibilities:

Technical support - fully online/technology-enabled course delivery

Manage interm technical support for students and faculty in fully online/technologyenabled courses across all departments
Advice internal and external stakeholders on a wide range of current and future educational technologies that support fully online/technologyenabled learning environments
Coordinate, implement and support technical operations of the online learning environments including the UW Learning Management System (LMS) and the CEL Content Management System

(CMS)

Implement IT service management (ITSM) best practices

Educational technology consulting - course development

Advise on suitable educational technologies during the fully online/technologyenabled course

development activities

Consider the support/systems implementation implications during course design, which will affect

technical support during delivery

Collaborate with course production teams, instructors, quality assurance specialists, learner support

services and relevant external stakeholders with respect to implementing new technologies, support
services and projects

Represents student and instructor interests at groups and projects internally and externally
Contribute to change management activities related to educational technology
Investigate and evaluate new/cutting edge educational technologies for use in online/technologyenabled course delivery

Technical Support - hardware/software and computing

Manage the deployment, upgrades, updates, patches, accessories and recovery of hardware/software assets
Manages, monitors, plans and reports on hardware/software asset inventory to support management decisions and budgetary planning
Assess and recommend upgrades, replacements or repairs based on current and projected needs
Plan, deploy, manage and support vendor centric software licensing in consultation with central Information Systems and Technology (IST) unit
Diagnose, coordinate, track, resolve and escalate clientinitiated support tickets in collaboration with the IST helpdesk
Streamline existing processes and recommend new to ensure a stable, secure and modern computing work environment

Training and documentation - educational technologies

Liaise with course production teams and instructors to assess their educational technology training

needs

Coordinate requirement analyses and development of training solutions based on appropriate

technologies and services

Conduct staff training on IST hardware/software usage policies and industry best practices
Conduct training on required/new technology tools and services for CEL staff and faculty campus

wide

Document user manuals, training manuals and FAQ for new technologies/services and proactively

update existing to ensure integrity, accuracy and relevance

Qualifications:

An undergraduate degree in computer science, information systems, software engineering or related discipline; or A postsecondary diploma in computer science, information systems, software engineering or related discipline combined with relevant industry certification (e.g. CompTIA A+, CompTIA N+) and 5 years of relevant experience in industry or academic institutions
25 years of experience with a proven record of accomplishment in supporting fully online/technologyenabled learning
At least 2 years of experience supporting a Learning Management System (LMS), such as Moodle, Brightspace and Canvas, through a helpdesk software or support ticket system
Experience in supporting Maplesoft, Mobius, Matlab and MathWorks will be highly sought after
Handson experience with new and emerging educational technologies including learning/content management systems, SIS, online collaboration software, various hardware formats and multimedia technologies in general
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