Lifetime Learning Technology Analyst

Work Arrangement: 
Requisition Number:  237020
Regular or Temporary:  Regular

Durham, NC, US, 27710

Personnel Area:  UNIVERSITY
Date:  Nov 17, 2023

Duke University:


Duke University was created in 1924 through an indenture of trust by James Buchanan Duke. Today, Duke is regarded as one of America’s leading research universities. Located in Durham, North Carolina, Duke is positioned in the heart of the Research Triangle, which is ranked annually as one of the best places in the country to work and live. Duke has more than 15,000 students who study and conduct research in its 10 undergraduate, graduate and professional schools. With about 40,000 employees, Duke is the third largest private employer in North Carolina, and it now has international programs in more than 150 countries.


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.


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



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.



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




  • 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.


  • Administer the DestinyONE registration system (including Student and Instructor online portals), PeopleSoft student information systems or similarly complex enterprise systems.
  • Understanding of pedagogy and how learning technologies help achieve the teaching and learning mission of the university
  • Create service and project deliverables such as schedules, scope documents, or analysis.
  • Collect and interpret user feedback and system metrics.
  • Prior experience working in a higher education academic technology unit


Working Conditions

  • Hybrid working environment with up to 95% work from home options available
  • Occasional weekend/evening shifts required


About Learning Innovation

Learning Innovation reports organizationally to Duke’s Vice Provost for Learning Innovation and Digital Education, and currently includes four teams. This position is within the Learning Technology Services & Strategy team.


About Working at Duke

Duke is a diverse community committed to the principles of excellence, fairness, and respect for all people. We actively value diversity in our workplace and learning environments as we seek to take advantage of the rich backgrounds and abilities of everyone. We believe that when we understand, celebrate, and tap into our uniqueness to creatively solve problems and address shared goals, our possibilities are limitless.


Duke offers a comprehensive benefits package, which includes both traditional benefits such as health insurance, leave time and retirement, as well as wide-ranging work/life and cultural benefits. Details can be found at:


These statements are intended to describe the general nature and level of work being performed by the employee in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of a person in this position.



Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.


Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.


Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.


Nearest Major Market: Durham
Nearest Secondary Market: Raleigh