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Learning Technology Support

Under general supervision, provides support for campus learning technology services with focus on the learning management system. Supports and trains faculty/staff on the use of campus software and other technology tools. Coordinates and assists with the implementation of new learning technology projects with users and other IT team members.

Example project:
HR staff development and training portal in Blackboard in 2014

Skills

Each of the skills includes a distinct description for each relevant level. As you move across the levels, you will see that there is increasing responsibility and accountability. In some cases a skill does not apply at all levels, so a description is not given.

  • Applications Support

    The provision of application maintenance and support services, either directly to users of the systems or to service delivery functions. Support typically includes investigation and resolution of issues and may also include performance monitoring. Issues may be resolved by providing advice or training to users, by devising corrections (permanent or temporary) for faults, making general or site-specific modifications, updating documentation, manipulating data, or defining enhancements Support often involves close collaboration with the system’s developers and/or with colleagues specializing in different areas, such as Database administration or Network support.

    Assists

    Assists in the investigation and resolution of issues relating to applications. Assists with specified maintenance procedures.

    Applies

    Identifies and resolves issues with applications, following agreed procedures. Uses application management software and tools to collect agreed performance statistics. Carries out agreed applications maintenance tasks.

    Enables

    Maintains application support processes, and checks that all requests for support are dealt with according to agreed procedures. Uses application management software and tools to investigate app issues, collect app performance statistics and create app reports.

    Ensures/Advises

    Drafts and maintains procedures and documentation for applications support. Manages application enhancements to improve business performance. Ensures that all requests for support are dealt with according to set standards and procedures.

  • Business Analysis

    The methodical investigation, analysis, review and documentation of all or part of a business in terms of business functions and processes, the information used and the data on which the information is based. The definition of requirements for improving processes and systems, reducing their costs, enhancing their sustainability, and the quantification of potential business benefits. The creation of viable specifications and acceptance criteria in preparation for the construction of information and communication systems.

    Applies

    Investigates operational needs and problems, and opportunities, contributing to the recommendation of improvements in automated and non-automated components of new or changed processes and organization. Assists in defining acceptance tests for these recommendations.

    Enables

    Investigates operational requirements, problems, and opportunities, seeking effective business solutions through improvements in automated and non-automated components of new or changed processes. Assists in the analysis of stakeholder objectives, and the underlying issues arising from investigations into business requirements and problems, and identifies options for consideration. Identifies potential benefits, and available options for consideration. Works with clients/users in defining acceptance tests.

    Ensures/Advises

    Takes responsibility for investigative work to determine business requirements and specify effective business processes, through improvements in information systems, information management, practices, procedures, and organization change. Applies and monitors the use of required modeling and analysis tools, methods and standards, giving special consideration to business perspectives. Conducts investigations at a high level for strategy studies, business requirements specifications and feasibility studies. Prepares business cases which define potential benefits, options for achieving these benefits through development of new or changed processes, and associated business risks. Identifies stakeholders and their business needs.

    Initiates/Influences

    Takes full responsibility for business analysis within a significant segment of an organization where the advice given and decisions made will have a measurable impact on the profitability or effectiveness of the organization. Establishes the contribution that technology can make to business objectives, defining strategies, validating and justifying business needs, conducting feasibility studies, producing high-level and detailed business models, preparing business cases, overseeing development and implementation of solutions, taking into account the implications of change on the organization and all stakeholders. Guides senior management towards accepting change brought about through process and organizational change.

  • Business Modelling

    The production of abstract or distilled representations of real world, business or gaming situations in traditional or transmedia applications, to aid the communication and understanding of existing, conceptual or proposed scenarios. Predominantly focused around the representation of processes, roles, data, organization and time. Models may be used to represent a subject at varying levels of detail and decomposition.

    Assists

    Understands the purpose and benefits of modeling. Uses established techniques as directed to model simple subject areas with clearly-defined boundaries. May assist in more complex modeling activities. Develops models with input from subject matter experts and communicates the results back to them for review and confirmation.

    Applies

    Conversant with techniques covering full range of modeling situations. Models current and desired scenarios as directed. Selects appropriate modeling techniques for meeting assigned objectives. Gains agreement from subject matter experts to models produced. Reviews resulting models with stakeholders and gains resolution to resultant issues.

    Enables

    Conducts advanced modeling activities for significant change programs and across multiple business functions. Has an in-depth knowledge of organization-standard techniques. Plans own modeling activities, selecting appropriate techniques and the correct level of detail for meeting assigned objectives. May contribute to discussions about the choice of the modeling approach to be used. Obtains input from and communicates modeling results to senior managers for agreement.

    Ensures/Advises

    Produces models in support of business strategy. Has in-depth knowledge of a broad range of industry-wide modeling techniques. Advises on the choice of techniques and approach and influences customers accordingly. Capable of developing bespoke models for unusual contexts. Responsible for planning and coordinating team modeling activities and for ensuring the quality of their work.

    Initiates/Influences

    Defines modeling standards and quality targets for an organization. Has continuing responsibility for the maintenance of models for a designated function. Initiates organization-wide modeling improvement activities and obtains customer buy-in to general changes. May represent own organization as a modeling expert in industry initiatives.

  • Change Management

    The management of change to the service infrastructure including service assets, configuration items and associated documentation, be it via request for change (RFC), emergency changes, incidents or problems, providing effective control and treatment of risk to the availability, performance, security and compliance of the business services impacted.

    Assists

    Documents changes based on requests for change. Applies change control procedures.

    Applies

    Develops, documents and implements changes based on requests for change. Applies change control procedures.

    Enables

    Assesses, analyses, develops, documents and implements changes based on requests for change.

    Ensures/Advises

    Develops implementation plans for dealing with more complex requests for change, evaluates risks to integrity of infrastructure inherent in proposed implementations, seeks authority for those activities, reviews the effectiveness of change implementation, suggests improvement to organizational procedures governing change management. Leads the assessment, analysis, development, documentation and implementation of changes based on requests for change.

    Initiates/Influences

    Sets the organization’s policy for the management of change in live services and test environments, and ensures that the policy is reflected in practice.

  • Information Content Authoring

    The planning, design and creation of textual information, supported where necessary by graphical content. This material may be delivered electronically (for example, as collections of web pages) or otherwise. This skill includes managing the quality assurance and authoring processes for the material being produced.

    Contributes

    Contributes, under instruction, to the production and distribution of documentation items, to testing the content and layout of specific deliverables, and to the configuration of documentation items and files.

    Assists

    Develops a broad understanding of technical publication concepts, tools and methods and the way in which these are implemented. Develops an understanding of publication development support activities, such as information gathering, user task analysis, creating draft documentation, and illustration, and printing and publishing. Works with colleagues and clients to create new sections of technical documentation through all stages of the publication process as support literature.

    Applies

    Liaises with clients/users to clarify details of requirements. Designs, creates and tests moderately complex, well-engineered information deliverables with specified content and layout. Manages the configuration of documentation items and files, within own area of responsibility.

    Enables

    Determines the documentation needs of users. Designs individual documentation plans. Creates drafts for review of information format and content. Organizes the production and distribution of approved documentation items. Designs the content and appearance of complex information deliverables (e.g. web pages) in collaboration with clients/users. Creates and tests complex, well-engineered deliverables with specified content and layout. Manages the configuration of documentation items and files, within own area of responsibility.

    Ensures/Advises

    Designs overall support information package plans. Manages small teams of authors, ensuring that they are aware of and work to relevant standards. Advises on appropriate documentation formats and documentation systems to satisfy requirements. Organizes reviews of draft material.

    Initiates/Influences

    Manages documentation projects, ensuring that adequate procedures, standards, tools and resources are in place and implemented to ensure the appropriate quality of material developed by document content creators within the organization. Manages relationships with stakeholders, ensuring that they receive the information that they need. Manages reviews of draft material.

  • Learning and Development Management

    The provision of learning and development processes (including learning management systems) in order to develop the professional, business and/or technical skills required by the organization.

    Applies

    Contributes to the maintenance and updates of training records and training catalogue.

    Enables

    Contributes to the development and maintenance of a catalogue of learning and development resources. Books and organizes training courses. Updates and controls training records, including attainment of accreditations.

    Ensures/Advises

    Manages the provision of learning and development, ensuring optimum use of resources. Maintains, publicizes and promotes catalogue of learning and development activities. Arranges facilities and schedules with learning and development providers as appropriate.

    Initiates/Influences

    Determines the learning and development program and delivery mechanisms needed to grow staff skills in line with business needs. Identifies appropriate accreditation and qualification paths, applicable to individuals within the organization. Evaluates learning outcomes. Manages the development and provision of all learning, taking account of the strategic aims of the employing organization.

    Sets strategy, inspires, mobilizes

    Develops and controls the learning and development strategy for the organization, ensuring the needs of the organization are met, both at strategic and tactical level.

  • Learning Delivery

    The transfer of business and/or technical skills and knowledge and the promotion of professional attitudes in order to facilitate learning and development. Uses a range of techniques, resources and media (which might include eLearning, virtual classrooms, self-assessment, peer-assisted learning, simulation, and other current methods).

    Applies

    Delivers learning activities to a variety of audiences.

    Enables

    Prepares or customizes and delivers learning activities to a variety of audiences.

    Ensures/Advises

    Plans and schedules the delivery of learning activities, based on learning objectives. Manages the delivery of programs of learning. Customizes formal and informal learning activities, incorporating relevant business scenarios and case studies. Designs appropriate environments, and delivers learning activities to specialist audiences. Advises/coaches others in learning delivery techniques and options.

  • Learning Design and Development

    The design, creation, packaging and maintenance of materials and resources for use in learning and development. Typically involves the assimilation of information from existing sources, selection and re-presentation in a form suitable to the intended purpose and audience. Includes design, configuration and testing of learning environments, and use of appropriate current technologies.

    Enables

    Designs, creates, develops, customizes and maintains learning solution content and resources to deliver agreed outcomes. Assists with design, configuration and testing of learning environments, including creation of simulated data, and replication of external systems and interfaces.

    Ensures/Advises

    Specifies the content and structure of learning and development packages. Takes responsibility for design, creation, packaging and maintenance and manages development to deliver agreed outcomes. Where required, designs, configures and tests learning environments, including population of simulated databases, and replication of external systems and interfaces.

  • Problem Management

    The resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritization and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents.

    Applies

    Investigates problems in systems and services. Assists with the implementation of agreed remedies and preventative measures.

    Enables

    Initiates and monitors actions to investigate and resolve problems in systems and services. Assists with the implementation of agreed remedies and preventative measures.

    Ensures/Advises

    Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services. Ensures that such problems are fully documented within the relevant reporting system(s). Coordinates the implementation of agreed remedies and preventative measures. Analyses patterns and trends.

  • Release and Deployment

    The management of the processes, systems and functions to package, build, test and deploy changes and updates (which are bounded as “releases”) into a live environment, establishing or continuing the specified Service, to enable controlled and effective handover to Operations and the user community.

    Applies

    Uses the tools and techniques for specific areas of release and deployment activities. Administers the recording of activities, logging of results and documents technical activity undertaken. May carry out early life support activities such as providing support advice to initial users.

    Enables

    Assesses and analyses release components. Provides input to scheduling. Carries out the builds and tests in coordination with testers and component specialists maintaining and administering the tools and methods – manual or automatic - and ensuring, where possible, information exchange with configuration management. Ensures release processes and procedures are maintained. 

    Ensures/Advises

    Leads the assessment, analysis, planning and design of release packages, including assessment of risk. Liaises with business and IT partners on release scheduling and communication of progress. Conducts post release reviews. Ensures release processes and procedures are applied.

    Initiates/Influences

    Sets the release policy for the organization in the context of both development and production/operations. Ensures that management processes, tools, techniques and personnel are in place to ensure that the transition of services, service components and packages are planned and compliant and that test and validation and configuration management are partnered in all release and deployment activities. Provides authorization for critical release activity and point of escalation.

  • Security Administration

    The authorization and monitoring of access to IT facilities or infrastructure in accordance with established organizational policy. Includes investigation of unauthorized access, compliance with relevant legislation and the performance of other administrative duties relating to security management.

    Applies

    Investigates minor security breaches in accordance with established procedures. Assists users in defining their access rights and privileges, and operates agreed logical access controls and security systems. Maintains agreed security records and documentation.

    Enables

    Investigates identified security breaches in accordance with established procedures and recommends any required actions. Assists users in defining their access rights and privileges, and administers logical access controls and security systems. Maintains security records and documentation.

    Ensures/Advises

    Drafts and maintains the policy, standards, procedures and documentation for security. Monitors the application and compliance of security operations procedures and reviews information systems for actual or potential breaches in security. Ensures that all identified breaches in security are promptly and thoroughly investigated. Ensures that any system changes required to maintain security are implemented. Ensures that security records are accurate and complete.

    Initiates/Influences

    Develops strategies for ensuring both the physical and electronic security of automated systems. Ensures that the policy and standards for security are fit for purpose, current and are correctly implemented. Reviews new business proposals and provides specialist advice on security issues and implications.

  • Service Desk and Incident Management

    The processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration.

    Contributes

    Receives and handles requests for support following agreed procedures. Promptly allocates calls as appropriate. Maintains relevant records.

    Assists

    Receives and handles requests for support following agreed procedures. Responds to common requests for support by providing information to enable resolution and promptly allocates unresolved calls as appropriate. Maintains records and advises relevant persons of actions taken.

    Applies

    Receives and handles requests for support following agreed procedures. Responds to common and uncommon requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate. Maintains records and advises relevant persons of actions taken.

    Enables

    Ensures that incidents and requests are handled according to agreed procedures. Ensures that documentation of the supported components is available and in an appropriate form for those providing support. Creates and maintains support documentation.

    Ensures/Advises

    Ensures that the inventory of components to be supported is complete and current. Drafts and maintains policy, standards and procedures for the service desk and incident management. Schedules the work of service desk staff to meet agreed service levels.

  • Stakeholder Relationship Management

    During the design, management and implementation of business change and throughout the service lifecycle, the analysis and coordination of relationships with and between stakeholders, taking account of the services they use.

    Enables

    Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management. Helps develop and enhance customer and stakeholder relationships. Implements a communications strategy, including, for example; handling of complaints; problems and issues; managing resolutions; corrective actions and lessons learned; collection and dissemination of relevant information appropriately.

    Ensures/Advises

    Develops and maintains one or more defined communication channels and/or stakeholder groups, acting as a single point of contact. Gathers information from the customer to understand their needs (demand management) and detailed requirements. Facilitates open communication and discussion between stakeholders, using feedback to assess and promote understanding of need for future changes in services, products and systems. Agrees changes to be made and the planning and implementation of change. Maintains contact with the customer and stakeholders throughout to ensure satisfaction. Captures and disseminates technical and business information.

    Initiates/Influences

    Supports business change, acting as a single point of contact for senior stakeholders, facilitating relationships between them. Ensures that stakeholders understand available IT services, and promotes financial and commercial awareness in order to deliver value-for-money. Conducts analysis of demand for services and influences stakeholders to ensure that the necessary investments are made to deliver required services. Negotiates at senior level on technical and commercial issues, to ensure that customers, suppliers and other stakeholders understand and agree what will meet their needs, and that appropriate service level agreements are defined. Oversees monitoring of relationships including lessons learned and appropriate feedback. Initiates improvement in services, products and systems.

    Sets strategy, inspires, mobilizes

    Is responsible for defining the strategic approach to understanding the needs of the business (demand management) and works with suppliers to meet these needs. Establishes and promotes the overall vision for how IT can support the business. Defines, and gains agreement on, the principles for establishing effective relationships between stakeholders, including responsibility for the relationship between IT functions and end users.

  • Supplier Relationship Management

    On behalf of a client organization, the identification and management of external suppliers to ensure successful delivery of products and services required by the business.

    Assists

    Assists in the collection and reporting on supplier performance data. Assists with the routine day to day communication between the organization and suppliers.

    Applies

    Acts as the routine contact point between organization and supplier. Collects and reports on supplier performance data.

    Enables

    Collects performance data and investigates problems. Monitors and reports on supplier performance, customer satisfaction, and market intelligence. Resolves or escalates problems. Implements supplier service improvement actions and programs. Monitors performance.

    Ensures/Advises

    Maintains a broad understanding of the commercial IT environment, how the organization sources, deploys and manages external partners and when it is appropriate to use in-house resources. Develops and manages contracts with suppliers to meet key performance indicators and agreed targets, taking account of information security of third parties. Is responsible for the liaison between the organization and designated supplier(s). Carries out benchmarking and makes use of supplier performance data to ensure that supplier performance is properly monitored and regularly reviewed. Is responsible for the management and implementation of supplier service improvement actions and programs. May be responsible for managing a discrete IT function or service in a multi-supplier environment.

    Initiates/Influences

    Influences policy and procedures covering the selection of suppliers, tendering and procurement, promoting good practice in third party management with respect to information security. Deploys highly developed commercial skills to identify external partners, engaging with professionals in other related disciplines (e.g. procurement specialists, lawyers) as appropriate. Is responsible for defining commercial communications, and the management and maintenance of the relationship between the organization and the supplier. Measures the perception about how services are delivered, how this influences the performance of the supplier and their perception of own organization’s performance. Ensures that processes and tools are in place to conduct benchmarking. Conducts supplier analysis and assesses effectiveness across the supply chain. Promotes good practice with regard to third party information security.

    Sets strategy, inspires, mobilizes

    Determines overall supplier management strategy, embracing effective management and operational relationships at all levels. Establishes a framework to monitor the service provided and ensure value for money over the lifetime of the contract. Puts in place and has overall responsibility for conformance to legislation; supply chain management; commercial governance; policies for selection of suppliers and benchmarking their performance. Represents the company in any serious disputes involving suppliers.

  • Testing

    Testing embraces the planning, design, management, execution and reporting of tests, using appropriate testing tools and techniques and conforming to agreed process standards and industry specific regulations. The purpose of testing is to ensure that new and amended systems, configurations, packages, or services, together with any interfaces, perform as specified, and that the risks associated with deployment are adequately understood and documented. Testing includes the process of engineering, using and maintaining testware (test cases, test scripts, test reports, test plans, etc) to measure and improve the quality of the software being tested.

    Contributes

    Executes given test scripts under supervision. Records results and reports issues. Develops an understanding of the role of testing within system development, as a tool for design improvement as well as a validation process.

    Assists

    Defines test conditions for given requirements. Designs test cases and creates test scripts and supporting data, working to the specifications provided. Interprets, executes and records test cases in accordance with project test plans. Analyses and reports test activities and results. Identifies and reports issues and risks.

    Applies

    Reviews requirements and specifications, and defines test conditions. Designs test cases and test scripts under own direction, mapping back to predetermined criteria, recording and reporting outcomes. Analyses and reports test activities and results. Identifies and reports issues and risks associated with own work.

    Enables

    Accepts responsibility for creation of test cases using own in-depth technical analysis of both functional and non-functional specifications (such as reliability, efficiency, usability, maintainability and portability). Creates traceability records, from test cases back to requirements. Produces test scripts, materials and regression test packs to test new and amended software or services. Specifies requirements for environment, data, resources and tools. Interprets, executes and documents complex test scripts using agreed methods and standards. Records and analyses actions and results, and maintains a defect register. Reviews test results and modifies tests if necessary. Provides reports on progress, anomalies, risks and issues associated with the overall project. Reports on system quality and collects metrics on test cases. Provides specialist advice to support others.

    Ensures/Advises

    Coordinates and manages planning of the system and/or acceptance tests within a development or integration project or program. Takes responsibility for integrity of testing and acceptance activities and coordinates the execution of these activities. Provides authoritative advice and guidance on any aspect of test planning and execution. Defines and communicates the test strategy for the project. Manages all test processes, including test plans, resources, costs, timescales, test deliverables and traceability. Manages client relationships with respect to testing matters. Identifies process improvements, and contributes to corporate testing standards and definition of best practice.

    Initiates/Influences

    Determines testing policy, and owns the supporting processes. Takes responsibility for the management of all testing activities within a development or integration project or program. Manages all risks associated with the testing and takes preventative action when any risks become unacceptable. Assesses and advises on the practicality of testing process alternatives. Initiates improvements to test processes and directs their implementation. Assesses suppliers’ development and testing capabilities. Determines project testing standards for all phases, influencing all parties to conform to those standards. Manages client relationships with respect to all testing matters.

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