Platform Support Lead ( Learning & Technologies)
FJD 52,546.71 to FJD 64,371.97 per annumPosted 1 day ago
Closes in 15 days
About the company
The University of the South Pacific is a regional university serving students across the Pacific through multiple campuses and modes of study, including face-to-face, blended, distance and flexible learning. It operates learning technology platforms and support services to serve its academic community across the region.
About the role
The Platform Support Lead (Learning Technologies) ensures academic staff and students across all campuses and study modes can use learning technology platforms reliably and effectively. The role bridges technical platform administration with pedagogical support, driving adoption, training and digital teaching capability across the University. Duties span platform administration and Tier 2 support (30%), adoption and training delivery (35%), service improvement and analytics (15%), documentation and collaboration (15%), and operational coverage during peak periods (5%). The role works closely with the Learning Technologies Team and the Learning & Teaching Community to maintain consistent support and clear ownership boundaries. This is a three-year position that may be renewed by mutual agreement.
Key responsibilities
- Administer and maintain learning technology platforms, including user and course provisioning, plugins, themes, and integrations with the Student Information System and related enterprise systems.
- Monitor platform performance, availability and integrity; escalate and coordinate resolution of technical issues with other sections, vendors and infrastructure teams.
- Configure and test new tools, plugins and upgrades in staging environments prior to production release, in line with change processes.
- Provide Tier 2 support for learning technology issues escalated from the Contact Centre or Tier 1 support staff, owning ticket progression and user communication.
- Design and deliver training sessions, workshops and self-paced resources for academic staff and students across all campuses and member countries.
- Develop user guides, video tutorials, FAQs and quick-reference materials that support onboarding and confident ongoing use of learning technology tools.
- Gather and analyse usage data, adoption metrics and user feedback to identify gaps and recommend service or platform enhancements.
- Maintain accurate documentation of platform configurations, support workflows and standard operating procedures.
About the successful candidate
- A degree in Information Technology, Computer Science, Cybersecurity, Networking or a closely related discipline.
- Minimum 3-5 years' experience administering or supporting a Learning Technology platform.
- Practical experience administering or providing advanced support for a Learning Management System (e.g. Moodle) and related learning technologies in an educational setting.
- Demonstrated experience designing and delivering technology training or digital capability programmes for staff and/or students.
- Strong customer-service, communication and stakeholder-engagement skills across diverse and multi-cultural user groups.
- Ability to coordinate with technical (development, infrastructure) and academic stakeholders while keeping a clear focus on user experience and adoption.
- Desirable: experience in higher education or large multi-campus/regional organizations, recognized certification in Learning Technology platform administration (e.g. Moodle Administrator), and familiarity with learning analytics, accessibility standards and change adoption approaches.