Educational Technology Solutions Specialist: Academic Operations

Application close date: 24 June 2026

The Position

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.

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.

Key Responsibilities:

Solution Investigation and Technical Support

• 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.
• Analyse business and user requirements to determine whether solutions can be achieved through existing platform functionality, configuration changes, integrations, or process improvements.
• Serve as an escalation point for advanced support issues, identifying root causes and recommending sustainable solutions rather than temporary fixes.
• Liaise with internal technical teams and third-party vendors to resolve platform issues and implement enhancements.

Operational Support and Incident Management

• 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.
• Support critical academic operations during assessment and examination periods, including readiness checks, issue triage, escalation, incident response, and post-incident review.
• 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.
• Ensure that support activity, incident handling, and escalation pathways are managed in line with agreed response expectations, governance requirements, and operational priorities.

Solution Design and Platform Optimisation

• Evaluate existing platform capabilities and identify opportunities to improve efficiency, user experience, and business processes.
• Research and recommend configuration changes, workflows, and system enhancements that maximise the value of existing technologies and reduce recurring support burden.
• Document technical findings, solution recommendations, known errors, workarounds, process improvements, and implementation requirements to support consistency and institutional knowledge.
• Support the continuous improvement of institutional systems through evidence-based recommendations and user feedback.

Testing and Quality Assurance

• Support the planning, coordination, and execution of User Acceptance Testing (UAT) for new functionality, integrations, upgrades, and system releases.
• Design and maintain test scenarios and test scripts based on business requirements.
• Validate system functionality and identify defects, risks, or unintended impacts before production deployment.
• Work closely with vendors and internal teams to verify issue resolution and ensure solution quality.

Project Support and Compliance:

• Participate in projects related to system configuration, enhancement, integration, implementation, and change within the Educational Technology environment.
• Provide operational input into project design and implementation to ensure solutions are supportable, stable, and sustainable once in business-as-usual.
• Support audit, governance, and compliance activities to ensure systems and processes meet institutional, regulatory, and operational standards.
• Contribute to release readiness, change control, and go-live support for new or modified platform functionality.
• Oversee the User Acceptance Testing (UAT) for system integration and application updates, ensuring seamless deployment and functionality.

Configuration Support and Continuous Improvement

• 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.
• Drive continuous improvement in technical support processes and practices, leveraging feedback, incident trends, and user insight to improve service quality and satisfaction.
• Identify recurring issues and recommend long-term improvements to systems, workflows, and support processes.
• Maintain accurate documentation of incidents, investigations, testing outcomes, platform changes, and operational procedures.
• Support governance, audit, and compliance activities relating to Educational Technology platforms.

Stakeholder Collaboration and Knowledge Sharing

• Partner with academic, operational, and technical stakeholders to understand challenges and identify effective digital solutions.
• Develop technical documentation, knowledge articles, and user guidance materials.
• Deliver demonstrations and training on new functionality and platform enhancements where required.
• Foster collaboration between vendors, technology teams, and business users to ensure successful solution delivery.

Qualifications and Experience:

• A completed bachelor’s degree in education or educational technology, Information Technology, Computer Science, or a related field is required.
• A postgraduate qualification in Educational Technology, Information Technology, Computer Sciences or a related field will be advantageous
• 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.
• Demonstrated ability to troubleshoot and resolve complex technical issues across a variety of platforms and systems.
• Demonstrated experience in piloting, evaluating, and supporting the implementation of educational technologies, including user testing and stakeholder engagement, is required
• Experience with VLE/LMS platforms, assessment technologies, productivity and collaboration tools, and integrated digital ecosystems is required.

• Experience with Canvas is advantageous.

• Experience in a higher education environment is advantageous but not essential.

Desired Competencies:

• Excellent problem-solving skills and the ability to diagnose and resolve technical issues swiftly.
• Strong operational judgement, with the ability to remain structured, calm, and effective in high-pressure or high-volume support contexts, including assessments and examinations.
• Strong communication and training skills, with the ability to convey complex technical information in an accessible manner to non-technical users.
• Proactive, customer-focused approach to technical support, with a commitment to providing outstanding service excellence.
• Strong attention to detail, documentation discipline, and commitment to governance, testing quality, and operational accuracy.
• Ability to work collaboratively within a team and across departments, with a focus on achieving common goals.
• Proficiency in relevant software, systems, and databases, with a commitment to staying informed of the latest technological developments and best practices in technical support.

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Preference will be given to applicants from designated groups, and appointments will be made in line with our EE requirements.