Educational Technology Solutions Specialist: Academic Operations

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    "datePosted": "2026-06-17",
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    "description": "<p><span style=\"color: rgb(224, 62, 45); font-family: arial, helvetica, sans-serif; font-weight: bold\">Application close date: 24 June 2026</span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-weight: bold\">The Position</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif\">The Educational Technology Solutions Specialist: Operations is responsible for investigating, supporting, testing, and optimising technology solutions across the organisation’s Educational Technology digital ecosystem, with a primary focus on business-as-usual operations, system reliability, incident response, and continuous operational improvement. The role is situated within Academic Operations and Registrar and supports the stable and effective operation of core academic systems such as the Student Information System (SIS), Virtual Learning Environment (VLE), assessment platforms, and other integrated technologies.</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif\"> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif\">Working closely with operational stakeholders, internal technical teams, vendors, and other members of the Educational Technology function, the role acts as an escalation point for complex technical and functional issues, supports high-stakes academic periods such as assessments and examinations, and contributes to the ongoing stability and maturity of the institution’s digital learning systems.</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif\"> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-weight: bold\">Key Responsibilities:</span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-weight: bold\">Solution Investigation and Technical Support</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Investigate complex technical and functional issues across the organisation's digital platforms, including the Student Information System (SIS), Virtual Learning Environment (VLE), assessment platforms, and integrated technologies.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Analyse business and user requirements to determine whether solutions can be achieved through existing platform functionality, configuration changes, integrations, or process improvements.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Serve as an escalation point for advanced support issues, identifying root causes and recommending sustainable solutions rather than temporary fixes.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Liaise with internal technical teams and third-party vendors to resolve platform issues and implement enhancements.</span></li>\n</ul>\n<p><span style=\"font-family: arial, helvetica, sans-serif\"> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-weight: bold\">Operational Support and Incident Management</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Provide day-to-day support for critical educational technology systems and services, ensuring that platforms remain stable, reliable, and fit for purpose for academic and operational users.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Support critical academic operations during assessment and examination periods, including readiness checks, issue triage, escalation, incident response, and post-incident review.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Participate in or lead root cause analysis for significant incidents, recurring issues, or service disruptions, and recommend preventative or corrective actions to reduce risk and improve reliability.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Ensure that support activity, incident handling, and escalation pathways are managed in line with agreed response expectations, governance requirements, and operational priorities.</span></li>\n</ul>\n<p><span style=\"font-family: arial, helvetica, sans-serif\"> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-weight: bold\">Solution Design and Platform Optimisation</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Evaluate existing platform capabilities and identify opportunities to improve efficiency, user experience, and business processes.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Research and recommend configuration changes, workflows, and system enhancements that maximise the value of existing technologies and reduce recurring support burden.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Document technical findings, solution recommendations, known errors, workarounds, process improvements, and implementation requirements to support consistency and institutional knowledge.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Support the continuous improvement of institutional systems through evidence-based recommendations and user feedback.</span></li>\n</ul>\n<p><span style=\"font-family: arial, helvetica, sans-serif\"> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-weight: bold\">Testing and Quality Assurance</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Support the planning, coordination, and execution of User Acceptance Testing (UAT) for new functionality, integrations, upgrades, and system releases.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Design and maintain test scenarios and test scripts based on business requirements.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Validate system functionality and identify defects, risks, or unintended impacts before production deployment.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Work closely with vendors and internal teams to verify issue resolution and ensure solution quality.</span></li>\n</ul>\n<p><span style=\"font-family: arial, helvetica, sans-serif\"> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-weight: bold\">Project Support and Compliance:</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Participate in projects related to system configuration, enhancement, integration, implementation, and change within the Educational Technology environment.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Provide operational input into project design and implementation to ensure solutions are supportable, stable, and sustainable once in business-as-usual.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Support audit, governance, and compliance activities to ensure systems and processes meet institutional, regulatory, and operational standards.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Contribute to release readiness, change control, and go-live support for new or modified platform functionality.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Oversee the User Acceptance Testing (UAT) for system integration and application updates, ensuring seamless deployment and functionality.</span></li>\n</ul>\n<p><span style=\"font-family: arial, helvetica, sans-serif\"> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-weight: bold\">Configuration Support and Continuous Improvement</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Oversee or manage system configuration-related tickets and support processes, proactively identifying patterns where staff may require additional assistance or where preventative intervention may reduce support demand.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Drive continuous improvement in technical support processes and practices, leveraging feedback, incident trends, and user insight to improve service quality and satisfaction.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Identify recurring issues and recommend long-term improvements to systems, workflows, and support processes.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Maintain accurate documentation of incidents, investigations, testing outcomes, platform changes, and operational procedures.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Support governance, audit, and compliance activities relating to Educational Technology platforms.</span></li>\n</ul>\n<p><span style=\"font-family: arial, helvetica, sans-serif\"> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-weight: bold\">Stakeholder Collaboration and Knowledge Sharing</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Partner with academic, operational, and technical stakeholders to understand challenges and identify effective digital solutions.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Develop technical documentation, knowledge articles, and user guidance materials.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Deliver demonstrations and training on new functionality and platform enhancements where required.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Foster collaboration between vendors, technology teams, and business users to ensure successful solution delivery.</span></li>\n</ul>\n<p><span style=\"font-family: arial, helvetica, sans-serif\"> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-weight: bold\">Qualifications and Experience:</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">A completed bachelor’s degree in education or educational technology, Information Technology, Computer Science, or a related field is required.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">A postgraduate qualification in Educational Technology, Information Technology, Computer Sciences or a related field will be advantageous</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">A minimum 5 years of experience in technical support roles, with a strong background in system administration and user support of which a minimum of 3 years’ relevant experience in educational technology, digital learning, learning design support, instructional technology, or technology-enabled learning environments is required.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Demonstrated ability to troubleshoot and resolve complex technical issues across a variety of platforms and systems.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Demonstrated experience in piloting, evaluating, and supporting the implementation of educational technologies, including user testing and stakeholder engagement, is required</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Experience with VLE/LMS platforms, assessment technologies, productivity and collaboration tools, and integrated digital ecosystems is required.</span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Experience with Canvas is advantageous.</span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Experience in a higher education environment is advantageous but not essential.</span></li>\n</ul>\n<p><br><span style=\"font-family: arial, helvetica, sans-serif; font-weight: bold\">Desired Competencies:</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Excellent problem-solving skills and the ability to diagnose and resolve technical issues swiftly.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Strong operational judgement, with the ability to remain structured, calm, and effective in high-pressure or high-volume support contexts, including assessments and examinations.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Strong communication and training skills, with the ability to convey complex technical information in an accessible manner to non-technical users.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Proactive, customer-focused approach to technical support, with a commitment to providing outstanding service excellence.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Strong attention to detail, documentation discipline, and commitment to governance, testing quality, and operational accuracy.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Ability to work collaboratively within a team and across departments, with a focus on achieving common goals.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Proficiency in relevant software, systems, and databases, with a commitment to staying informed of the latest technological developments and best practices in technical support.</span></li>\n</ul>\n<p><span style=\"font-family: arial, helvetica, sans-serif\"> </span></p>\n<p><span style=\"font-weight: bold\">By submitting your personal information and application, you hereby confirm: </span><br></p>\n<ul>\n<li><span>That you have read and understood our Privacy Policy/Notice. To access, copy and paste the link into your web browser:</span></li>\n</ul>\n<p><span><a href=\"https://resource.milpark.ac.za/public/downloads/Milpark%20Education%20Applicant%20and%20Employee%20Privacy%20Notice.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">https://resource.milpark.ac.za/public/downloads/Milpark%20Education%20Applicant%20and%20Employee%20Privacy%20Notice.pdf</a>.</span></p>\n<ul>\n<li><span>That you have no objection to us reviewing and processing any personal information provided in the course of your application, as well as any information that you have provided in support of your application.</span></li>\n<li><span>That you have no objection to us retaining your personal information in our database for future employment opportunities that might arise.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Preference will be given to applicants from designated groups, and appointments will be made in line with our EE requirements.</span></p>",
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