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: Leads campus-wide efforts that support the teaching and learning mission of the University. Develops and publishes systems documentation to train the user community and to provide central Service Desk resources. Conducts one-on-one training, consultation, and group classes to assist faculty, staff and students with utilizing academic systems. Provides subject-matter expertise and best practices guidance for faculty, staff, and students on the effective use of technology in teaching and learning. Responds to advanced-level technical problems to ensure efficient resolution methods. Partners with vendors and other campus experts to evaluate customer technology requirements and offer effective, innovative, and supported solutions. Participates in projects to evaluate, test, implement, upgrade, and/or purchase new systems, applications, or services. Designs and maintains administrative and server level spaces and permissions to meet back-end server and user community needs. Manages technical vendor relationships to gather input for user profiles and designs and to remain current with new versions and fixes. Serves as Incident Coordinator and/or back-up to oversee team workflow, provide ticket management, and to ensure service level agreement expectations are met. Provides major incident on-call support to communicate outages and issues to the academic systems and user communities; escalates complex technical issues to UTS resources to ensure successful resolutions and to minimize downtime. Compiles system metrics to develop management reports and share performance information with ATS staff. Leads evaluation, testing, and selections processes to employ campus-wide solutions for academic technologies. Maintains association with and contributes to industry organizations to share and promote Emory's teaching with technology best practices. Provides production work on special projects to share Emory's academic resources. Performs related responsibilities as required.
MINIMUM QUALIFICATIONS: A bachelor's degree and three years of experience in instructional and academic technology support or a related field, OR an equivalent combination of education, training and experience. A master's degree is preferred.

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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