Position Summary

Duke Learning Innovation (DLI) served over 7,000 learners in 2022, powered by programs and technology built to serve lifetime learning as part of our work with Duke Continuing Studies (DCS).

The Lifetime Learning Technology Analyst is part of our team supporting the technology infrastructure to operate and grow Duke’s digital education initiatives. The analyst assists program leadership and staff find innovative and effective ways to achieve their goals by providing technology consulting and advice, training, and support.

This person collaborates heavily with the Lifetime Learning SIS Service Lead on systems administration of DestinyONE, including permissions, course and certificate architectures, data imports, reporting, admissions, and knowledge of functional dependencies between the architecture and configuration options. They work in close collaboration with all DCS/DLI staff and external Duke IT teams that support program success (Ecommerce, Web Hosting & Application Development, Identity Management and Security, Accessibility, Privacy) to support the goals of multiple business units serving learners.

Duke Learning Innovation is committed to creating an accessible, supportive environment and to help create Duke educational experiences that recognize diversity and cultural competence as integral components of academic and organizational excellence. Candidates who can contribute to that goal are encouraged to apply and to identify their strengths in this area. Ideal candidates will possess a curious and proactive mindset, enjoy delivering outstanding customer service, and thrive in both individual and collaborative team environments.

Responsibilities

Technology consulting and support - (80%)

1. Build and maintain effective working relationships with program leadership and staff.
2. Develops and maintains expertise on the effective use of technology for lifetime learning; provides user training for department staff; assesses program and staff technical and functional needs and create recommendations that advocate for resources and services to meet those needs.
3. Provides Tier 2 support for DestinyONE and other technologies. Troubleshoots, coordinates, and solves problems that arise within or between systems, including software behaviors, data integrity issues, data querying and reporting, or communication between systems (e.g. between payment processor and registration database).
4. Works collaboratively with team members and stakeholders to document and execute initiatives that translate business requirements into technical solutions.
5. Ensures data management policies for the office remain compliant and secure according to PCI compliance regulations, FERPA, HIPPA, Duke Privacy Office regulations, OIT Security Office regulations, and Duke Counsel stipulations. Participates in the annual PCI-DSS certification review per Duke E-Commerce requirements; coordinates the development and deployment of any required changes with the vendor and Duke to maintain compliance.
6. Serves as the backup to the Lifetime Learning SIS Service Lead; maintains contact with the vendor, Modern Campus. Performs extensive testing and bug reporting for new modules, patches, and integrations. Tracks desired change requests and communicates these to the Lifetime Learning SIS Service Lead; reviews specifications and tests code deliveries.

Shared Duties - 20%

1. Maintains, tests, researches, and guides implementation of technologies to adapt to new program initiatives in collaboration with DLI colleagues.
2. Adapts to rapidly changing, fast-paced 24/7 year-round registration schedules; manages just in time user support and troubleshooting with longer term project management; anticipates implications of changes and embraces a philosophy of experimentation
3. Provide technical support for other services and projects in Duke’s learning technology ecosystem. Participate in support processes and internal listservs. Act as liaison between software vendors, developers, and users. Perform functional and quality assurance testing and bug reporting on services, projects, and integrations.
4. Maintain an understanding of the current developments, impacts, and best practices regarding diversity, inclusion, equity, and accessibility in the learning technology space.
5. Review professional literature; network with learning technology professionals inside and outside the University; and participate in communities associated with learning technologies deployed at Duke to help keep others in Learning Innovation informed about new technical developments and trends.
6. Help train new team members on processes and workflows.
7. Undertake special projects and perform other duties in support of Learning Innovation activities and programs.

Supervisory Responsibilities

• None

Qualifications

Diversity, Equity and Inclusion are core values of Learning Innovation. We believe that the educational environment is enhanced when diverse groups of people with diverse ideas come together to work and learn. Applicants with a demonstrated commitment to issues of diversity in higher education are particularly encouraged to apply.

Education

Required: BA/BS; or an equivalent combination of relevant education and/or experience.

Experience

Required:

• Minimum of 2 years experience in technology support, project management, IT service management, business systems analysis, quality assurance, or related fields.
• Experience using DestinyONE or other similar experience.
• Higher ed/continuing education experience is highly desirable.

Demonstrated ability to:

• Communicate and collaborate effectively with both technical and non-technical audiences across a variety of media including email, web conferencing, and in-person.
• Manage a complex workload, prioritize tasks, and use good judgment in providing IT services to users within a set schedule and budget. Strong initiative and ability to function both independently and as a contributing member of a remote team.
• Adapt and an openness to alternative solutions and flexibility when interacting with others, understanding their attitudes, needs, interests, and perspectives.
• Troubleshoot technology issues with users, stakeholders, and vendors and use good judgment to resolve them.
• Pay continuous attention to data security and confidentiality issues because sensitive data resides on the servers and the individual devices.