Learning Technologist & Support Manager - FT

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    "description_html": "<p><strong>Overview</strong></p><p>The Learning Technologist &amp; Support Manager (LTSM) advances the use of learning technology at Westminster Theological Seminary, with a primary orientation toward the needs of online learners while also serving residential students, faculty, staff, and other departments. Reporting to the Director of Technology and partnering closely with the Learning Experience (LX), and Student Success teams, the LTSM owns tier-2 support for the Seminary's learning technology stack, drives proactive improvement of the platforms and processes our learners depend on, and equips front-line teams to resolve common issues independently.</p><p>This role blends ed tech expertise with a strong customer-support mindset. The ideal candidate is energized by helping others use technology well, leans into ambiguity, and is committed to building a culture of documentation, training, and continuous improvement in service of the mission of Westminster.</p><p><br></p><p><strong>Responsibilities</strong></p><p>Online-First Learner Support</p><ul><li>Provide proactive support for online learners — including pre-enrollment guidance on technology for success in WTS online programs, and accessibility for students in regions with limited platform access.</li><li>Anticipate and address pain points before they escalate as the online learner population grows in size and diversity.</li><li>Demonstrate professionalism, enthusiasm, and superior customer service in support of all online-learning initiatives.</li><li>Participate in committees, focus groups, and project teams as assigned.</li></ul><p>Tier-2 Support &amp; Escalation Ownership</p><ul><li>Operate as the Seminary's tier-2 specialist for learning technology — owning escalations, platform outages (e.g., calling Canvas during an incident), and complex tickets that exceed tier-1 capacity.</li><li>Equip the Student Success team (tier 1) with documentation, training, and tooling so they can independently resolve common issues like basic Canvas navigation and account questions.</li><li>Partner with Student Success to identify recurring pain points and address them systemically rather than ticket by ticket.</li></ul><p>Platform Stewardship</p><ul><li>Administer and maintain Westminster's learning technology stack, including Canvas (LMS), Cidilabs, Articulate, Help Scout, Populi, Google Workspace, Zoom, Vimeo, Workplace, and other integrated in-house and third-party tools.</li><li>Stay ahead of vendor updates and roadmap changes; advise leadership on adoption, deprecation, and renewal decisions (e.g., whether to retain Articulate 360 for a small number of courses).</li><li>Evaluate the stack on an ongoing basis and justify continued investment based on usage and value.</li><li>Lead upgrades or migrations to new technologies; forecast financial, physical, and human resource needs.</li></ul><p>Multi-Client Support</p><p>Serve a broad set of \"clients,\" in roughly this order of priority:</p><ol><li>Students</li><li>Faculty</li><li>Staff</li><li>Other departments</li></ol><p>Documentation &amp; Communication</p><ul><li>Foster a culture of documentation: maintain up-to-date how-tos and runbooks in Notion.</li><li>Partner with Student Success to produce timely communications about outages, updates, and new opportunities.</li><li>Produce a quarterly roundup summarizing ed tech issues (online and residential), active projects, emerging tools, and adoption metrics — keeping institutional awareness high and the role visibly proactive rather than reactive.</li></ul><p>AV &amp; Event Support&nbsp;</p><ul><li>Provide AV and instructional technology support for classrooms and Seminary events as needed, in collaboration with the Seminary's AV lead.</li><li>Advanced AV/video production skills are preferred, not required; collaboration with the AV team and freelancers covers specialized needs, particularly during high-demand periods like graduation week.</li></ul><p><br></p>",
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      "description": "<p>Description</p><p><strong>Overview</strong></p><p>The Learning Technologist & Support Manager (LTSM) advances the use of learning technology at Westminster Theological Seminary, with a primary orientation toward the needs of online learners while also serving residential students, faculty, staff, and other departments. Reporting to the Director of Technology and partnering closely with the Learning Experience (LX), and Student Success teams, the LTSM owns tier-2 support for the Seminary's learning technology stack, drives proactive improvement of the platforms and processes our learners depend on, and equips front-line teams to resolve common issues independently.</p><p>This role blends ed tech expertise with a strong customer-support mindset. The ideal candidate is energized by helping others use technology well, leans into ambiguity, and is committed to building a culture of documentation, training, and continuous improvement in service of the mission of Westminster.</p><p><br/></p><p><strong>Responsibilities</strong></p><p>Online-First Learner Support</p><ul><li>Provide proactive support for online learners — including pre-enrollment guidance on technology for success in WTS online programs, and accessibility for students in regions with limited platform access.</li><li>Anticipate and address pain points before they escalate as the online learner population grows in size and diversity.</li><li>Demonstrate professionalism, enthusiasm, and superior customer service in support of all online-learning initiatives.</li><li>Participate in committees, focus groups, and project teams as assigned.</li></ul><p>Tier-2 Support & Escalation Ownership</p><ul><li>Operate as the Seminary's tier-2 specialist for learning technology — owning escalations, platform outages (e.g., calling Canvas during an incident), and complex tickets that exceed tier-1 capacity.</li><li>Equip the Student Success team (tier 1) with documentation, training, and tooling so they can independently resolve common issues like basic Canvas navigation and account questions.</li><li>Partner with Student Success to identify recurring pain points and address them systemically rather than ticket by ticket.</li></ul><p>Platform Stewardship</p><ul><li>Administer and maintain Westminster's learning technology stack, including Canvas (LMS), Cidilabs, Articulate, Help Scout, Populi, Google Workspace, Zoom, Vimeo, Workplace, and other integrated in-house and third-party tools.</li><li>Stay ahead of vendor updates and roadmap changes; advise leadership on adoption, deprecation, and renewal decisions (e.g., whether to retain Articulate 360 for a small number of courses).</li><li>Evaluate the stack on an ongoing basis and justify continued investment based on usage and value.</li><li>Lead upgrades or migrations to new technologies; forecast financial, physical, and human resource needs.</li></ul><p>Multi-Client Support</p><p>Serve a broad set of \"clients,\" in roughly this order of priority:</p><ol><li>Students</li><li>Faculty</li><li>Staff</li><li>Other departments</li></ol><p>Documentation & Communication</p><ul><li>Foster a culture of documentation: maintain up-to-date how-tos and runbooks in Notion.</li><li>Partner with Student Success to produce timely communications about outages, updates, and new opportunities.</li><li>Produce a quarterly roundup summarizing ed tech issues (online and residential), active projects, emerging tools, and adoption metrics — keeping institutional awareness high and the role visibly proactive rather than reactive.</li></ul><p>AV & Event Support </p><ul><li>Provide AV and instructional technology support for classrooms and Seminary events as needed, in collaboration with the Seminary's AV lead.</li><li>Advanced AV/video production skills are preferred, not required; collaboration with the AV team and freelancers covers specialized needs, particularly during high-demand periods like graduation week.</li></ul><p><br/></p><p>Requirements</p><p>Qualifications:</p><ul><li>Commitment to the mission, core values, and goals of Westminster Theological Seminary.</li><li>A servant's heart and a customer-service mindset — genuine eagerness to help students, staff, and faculty succeed with technology.</li><li>Working knowledge of Learning Management Systems, preferably Canvas.</li><li>Comfort administering and learning new SaaS platforms quickly.</li><li>Demonstrated ability to write clear documentation and to train non-technical users.</li><li>Strong interpersonal and written communication skills.</li><li>Ability to work effectively with faculty and staff at varying levels of technology skill.</li><li>Comfort with ambiguity and the ability to prioritize across multiple \"clients\" and competing demands.</li><li>Functional understanding of accessibility, usability, and supporting distributed/online learners.</li><li>Familiarity with front-end web technologies (HTML, CSS, JS) and APIs.</li><li>Minimum of three years' experience in a technically similar environment; relevant education or certification a plus.</li></ul><p>Preferred Skills:</p><ul><li>Experience supporting online learning programs at a college, university, or seminary.</li><li>Familiarity with Articulate, Populi (or other SIS), Cidilabs, Help Scout, Google Workspace, Zoom, and Vimeo.</li><li>Background in instructional design or learning experience design.</li><li>AV competence (audio, video, livestream) and/or video editing skills in an NLE such as DaVinci Resolve or Premiere; familiarity with Blackmagic hardware and software.</li><li>Project management experience and the ability to juggle multiple workstreams.</li></ul><p><strong>Physical and Other Requirements</strong></p><ul><li>Ability to lift and/or move AV equipment as needed during events.</li><li>This position is full-time, non-exempt, with 40 hours per week expected.</li><li>Occasional non-standard or extended work hours during high-demand periods (start of terms, graduation week, platform outages).</li><li>This position is expected to be on-campus, but some travel for training may be required.</li></ul><p><br/></p><p>Westminster Seminary offers FT employees valuable benefits including:</p><p>Generous PTO, retirement plan contributions, medical/dental/vision/life insurance, tuition scholarships, a flexible and casual work environment for most positions, and a faith-based culture rooted in God’s word.</p><p><br/></p><p>Westminster Theological Seminary hires only personnel who belong to a Protestant evangelical church and subscribe to Biblical orthodoxy (belief) and orthopraxy (practice). Employees shall affirm their agreement with the historic, trinitarian Christian faith as expressed in the Apostles’ Creed. Otherwise, Westminster Theological Seminary is an equal opportunity employer, dedicated to providing equal employment and advancement opportunities to all individuals, except as specifically allowed by federal and state law, and basing employment decisions on merit, qualifications and training. Westminster Theological Seminary does not discriminate in employment opportunities or practices on the basis of race, color, religion (except as religion is a bona fide occupational qualification), sex, national origin, age, disability or any other classification protected by law.</p><p>In accordance with the above paragraph, all employees are required to sign Westminster Theological Seminary's <a href=\"https://drive.google.com/file/d/1GN0r53aq64F0T41B-tm1NkOAh2fp2P67/view?usp=sharing\" target=\"\">Community Life Policy</a> affirming their commitment to Christian belief and practice as described in the policy.</p><p><br/></p><p>This is intended to be an accurate presentation of this position. There may be duties and accountabilities that will be presented to an incumbent of this position that are not included in this position description. Position descriptions are subject to on-going changes so as to ensure the organization operates effectively.</p><p><br/></p><p><br/></p><p><br/></p><p><br/></p>",
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