Job Title: - Instructional Support Analyst – (LMS, eMentoring) - 6 Month Fixed term contract
Please Note: We anticipate the role maturing into a Service Manager Type position after the 6 months - you will be first in line for this role
Working Hours: Currently 1pm – 9pm Monday to Friday. 35 hours per week
Location: Central London – Liverpool Street
The Instructional Support Analyst is responsible for ensuring effective design, delivery, quality, maintenance, and assessment of this new and exciting platform eMentoring / LMS Platform.
This position provides application training, training materials, scheduling, processing of jobs, Courses, Blogs, Enquiries, Videos and course material.
The Instructional Support Analyst shares in support calls, issue tracking and complies with change management protocol and manages the various 3rd part suppliers as well as proving 1st and 2nd line support to the user community.
Based in central London, this client is an iconic UK charity and premium brand who do some incredible work. They are going through an exciting digital transformation.
In the UK, this charity supports more than 950,000 young people aged 16-24 who are not in education, employment or training.
This new platform will enable the charity to engage and work with more than 100,000 young people every year
Essentially the platform provides eMentoring / LMS services to ensure the young person receives dedicated 1-2-1 support as part of their online learning journey.
This role will mean you will be the 1st to actively support this new and exciting product and you will help to define the service operating model going forward – the role will be very much be designed and moulded by you.
- Providing a sympathetic and efficient trouble shooting service for the online service - 1st & 2nd level.
- Primary responsibility for the, pro-active monitoring of the Online IT service.
- Create an extensive knowledge base and system documentation to help customers, support staff, and out of hours support providers.
- Coordinating the work of outside vendors, and ensuring their ongoing maintenance and support is delivered to high levels of performance and reliability.
- Support on IT service management design as we increase capacity.
Desirable or aligned skills that would be suited to this job would include any experience in instructional technology, information systems, human-computer interaction, LMS (Moodle, Canvas, FUSE, Kaonix etc.). You might be familiar with college-level hybrid/online course design, instruction, and assessment systems or have experience with teaching, training and/or staff development.
You will be fluent with Microsoft technologies and will have a strong professional customer service orientation.
Essentially you will have experience of supporting a system / application in an IT enterprise environment or familiar with supporting cloud based products and of training others in the use of IT.
Ideally you will be MSCE or equivalent qualified and will have familiarity of dealing with third party vendors.