What are the responsibilities and job description for the Instructional Technology Specialist II position at Tulane University?
Summary
The Instructional Technology Specialist II provides customer service across Tulane’s educational technology ecosystem, including the learning management system and other centrally managed tools conducive to the teaching and learning experience. This position leads the testing and integration of teaching technologies in support of the academic software and hardware and user community of Tulane University. This position collaborates with Instructional Designers and multimedia (AV) staff to analyze student and faculty needs and integrate different technologies into courses, providing technical assistance and creating documentation (articles for knowledge, media artifacts and other resources).
The Instructional Technology Specialist II has deep knowledge of our current systems and how to administrate those systems in the development, test, and production environments. This position is a senior team member at the Innovative Learning Center (ILC). Duties include interacting with and training customers, delivering academic technology ideas and applications, and determining correct, consistent, collaborative efforts with teams outside of the ILC, and effective methods for delivering training and support content. This position contributes to setting the strategic direction of the ILC and plays a role in guiding faculty through technology decisions and drives technology adoption across the university.
The Instructional Technology Specialist II is responsible for academic technology configuration and management, system monitoring, end user support and problem resolution within the ILC. This position acts as a liaison with campus organizations, vendors, and faculty, within the university, and assists in the day-to-day operations of the ILC.
Required Knowledge, Skills, And Abilities
The Instructional Technology Specialist II provides customer service across Tulane’s educational technology ecosystem, including the learning management system and other centrally managed tools conducive to the teaching and learning experience. This position leads the testing and integration of teaching technologies in support of the academic software and hardware and user community of Tulane University. This position collaborates with Instructional Designers and multimedia (AV) staff to analyze student and faculty needs and integrate different technologies into courses, providing technical assistance and creating documentation (articles for knowledge, media artifacts and other resources).
The Instructional Technology Specialist II has deep knowledge of our current systems and how to administrate those systems in the development, test, and production environments. This position is a senior team member at the Innovative Learning Center (ILC). Duties include interacting with and training customers, delivering academic technology ideas and applications, and determining correct, consistent, collaborative efforts with teams outside of the ILC, and effective methods for delivering training and support content. This position contributes to setting the strategic direction of the ILC and plays a role in guiding faculty through technology decisions and drives technology adoption across the university.
The Instructional Technology Specialist II is responsible for academic technology configuration and management, system monitoring, end user support and problem resolution within the ILC. This position acts as a liaison with campus organizations, vendors, and faculty, within the university, and assists in the day-to-day operations of the ILC.
Required Knowledge, Skills, And Abilities
- Ability to troubleshoot customer issues and serve as a technical expert on service requests.
- Ability to analyze logs on the server and within the application.
- Skilled with assisting in the implementation of new application features.
- Competent in assisting vendor initiatives.
- Ability to provide tier three and VIP support for academic applications.
- Knowledgeable about how to support the roll out of new application functionality.
- Ability to manage system customizations.
- Skilled in applying best practices of user roles and responsibilities.
- Competent in assisting coordination with technical teams.
- Ability to assist Release Management and coordination.
- Familiarity with operating systems and system administration.
- Skilled in working with leaders to determine the technical needs of the client and effectively communicate those needs to the information technology staff.
- Ability to serve as an escalation path for junior team members.
- Bachelor’s Degree in a relevant field.
- 3 years of experience in academic technology with a focus in learning management and training development.
- Customer service experience and an ability to manage customer relationships.
- Experience with developing training materials for self-paced and in-person training sessions.
- Experience with advising users on suitable best practices for use of academic technology systems.
- Experience with learning managements systems (Instructure Canvas in particular).
- Experience with Zoom, YuJa and other video streaming and capture platforms.
- Experience in higher education (especially higher education teaching experience).
- Experience with post-production tasks including video and audio editing, effects, branding, and file compression.
- Online Learning Consortium or other relevant certification.
