Pay Range Minimum
Job Code:

*This is an Exempt position. Employees in this position are paid a salary on a monthly basis and are not eligible to receive overtime pay.

JOB DESCRIPTION: Supports departmental efforts that benefit the teaching and learning mission of the University. Acts as an information and consulting resource working with faculty, students and academic staff to inform them of the capabilities of Emory's Information Technology systems and infrastructure. Works closely with faculty, staff and students to conduct analysis of instructional and learning requirements and assists in developing plans and strategies to meet those requirements. Assists in planning and implements education-related projects. Utilizes incident and service request software to manage and track support calls and tickets; interacts with customers and determines how to resolve technical issues. Communicates and collaborates with the Service Desk to teach them how to provide support. Provides input to help improve processes for effective and efficient response. Analyzes customer requests to determine best courses of action, resolve issues, answer questions efficiently, and improve processes for meeting future requests. Designs, writes course content and teaches training classes and workshops to provide users with numerous support tools and functions. Reviews training effectiveness to implement improvements. Teaches courses and workshops on educational topics and application features, providing expertise for tools based on users' needs. Meets with faculty to identify key learning objectives for courses; devises a plan for how to design the content and make it available online. Conducts individual and departmental consultations to provide teaching suggestions for meeting required outcomes. Develops and writes step-by-step documents, videos and web-based guides to support the user community and promote self-service. Utilizes web development software to upload Emory-specific guides and service resources. Writes and edits self-help documentation and videos for the UTS knowledge management system. Analyzes and tests system upgrades to identify issues and upgrade inconsistencies. Analyzes and tests QA environments and system patches to make preparations for deployment to production. Analyzes and tests upgrades to ensure application functionality and stability. Performs related responsibilities as required.
MINIMUM QUALIFICATIONS: A bachelor's degree and one year of instructional, academic technology support or related experience OR an equivalent combination of education, training and experience.

The above statements are intended to describe the work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the personnel so classified.


Emory University is dedicated to providing equal opportunities to all individuals regardless of race, color, religion, ethnic or national origin, gender, age, disability, sexual orientation, gender identity, gender expression, veteran's status, or any other factor that is a prohibited consideration under applicable law.

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