HR191
NOTES
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JOB DESCRIPTION
Forms must be downloaded from the UCT website: http://www.uct.ac.za/depts/sapweb/forms/forms.htm
This form serves as a template for the writing of job descriptions.
A copy of this form should be kept on file in your office.
For re-evaluations, this form must be sent to your relevant HR Advisor/Officer
POSITION DETAILS
Position Title (current title)
Status of Post (tick)
Senior Learning Technologies Consultant
X
New Post
Re-evaluation
Job Grade (current grade)
PC10
Faculty (if applicable)
CHED
Department
Centre for Educational Technology
Section (if applicable)
Date of Compilation
4 Oct 2013
FOR OFFICE USE
Position Title
Senior Learning Technologies Consultant
Job Title
Consultant (PASS)
Date of Grading
29 Oct 2013
Grading Result
PC10
ORGANOGRAM
Director: Centre for
Educational
Technology
Learning
Technologies
Co-ordinator
(Senior Lecturer)
LT Operations
Manager
PC11
Computer Literacy
Co-ordinator
PC9
Online Learning
Environments
Developer x 2,
PC10
Educatioanl
Technologist
PC9
Senior Learning
Technologies Consultant,
PC 10
Learning
Technologies
Consultant x 2,
PC9
PURPOSE
The main purpose of this position is to manage the effective delivery and support of production software
and services provided to the UCT community by the Learning Technologies team in the Centre for
Educational Technology.
19 June 2012
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JOB CONTENT
Key Performance Areas (4 –
6)
% of
time
spent
1) Manage application support and
training as support team leader
40
19 June 2012
Activities / Objectives / Tasks
Results / Outcomes
Competencies
Ensure excellent levels of customer service
 Measure, report on and meet service
level key performance indicators for the
team
 Manage the productivity and quality of
work done in the team on a daily basis
 Develop, maintain and enforce
standards, procedures and policies
 Resolve escalated customer complaints
and queries
 Plan and prioritise the team's work;
schedule staff to meet service
commitments and provide developmental
opportunities
 Analyze data and recommend initiatives
to improve the quality, efficiency and
cost-effectiveness of the team’s services
 Research, evaluate, and provide
feedback on problematic trends and
patterns in customer support
requirements
 Sustain a team culture which
encourages others to provide the quality
of service essential to high performance
 Consistently develop and sustain
cooperative working relationships within
and beyond the team
 Manage training activities: workshops,
presentations, one-to-one
 Manage support resources (print and
online materials)
Application support is timeous,
consistent, effective and highquality.
Process management skills
Users feel well-supported.
People management skills
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Inter-personal skills
Support consultants are
effective, happy and
productive.
HR191
2) End-user support and training
3) Engage with open source
communities
40
10
Conduct one-to-one and group training
sessions
1st and 2nd-level support (telephonic, email,
walk-in)
Ensure functional needs are represented
appropriately (issues created with
appropriate description)
Ensure bugs are reported and followed
through to resolution
Participate actively in open source
communities, attend and present at
conferences
4) Manage application-related
communication, feedback and
surveys
10
Manage communication with users (re
downtime, scheduled maintenance, new
features and ugprades, etc.)
Manage delivery of annual user surveys and
other methods of gathering staff and student
feedback
19 June 2012
Page 3 of 4
Application support is timeous,
consistent, effective and highquality.
Ability to train groups of people
Users feel well-supported.
Empathy
Effective support and training
behaviour is modelled for other
support staff.
UCT maximizes the value it
gains from core and peripheral
work in open source
communities related to the
supported applications.
UCT contributes to relevant
open source communities,
maximizing the value of UCT’s
work for others, and
eliminating where possible
long-term costs for UCT of
maintaining local changes to
software.
Users are well informed about
all aspects of application
availability, features and
support and training resources.
Interpersonal skills
Attention to detail
Good communication skills
Ability to engage constructively
with large, distributed, multicultural communities around
common development and
design interests
Written communication skills
Quantitative and qualitative
analysis skills
CET gathers helpful feedback
which informs future service
delivery and application
development.
HR191
Minimum Qualifications
Minimum Experience
MINIMUM REQUIREMENTS
4 year degree (3-year undergraduate degree plus Honours, or 4-year degree)
Working towards or a completed Masters’ Degree, or relevant IT Service
Management industry qualifications (e.g. ITIL) would be advantageous
4 years relevant work experience in an educational context. (
Experience working in Higher Education
Knowledge and experience of a range of educational technologies, including
Learning Management Systems
Demonstrated experience using issue tracking and helpdesk systems
Advanced Microsoft Office and Excel skills
Knowledge of mysql or similar relational databases
Exceptional organizational skills
Proven ability to work in and lead a team
AUTHORITY
PRINT NAME
SIGNATURE
CONTACT NO.
Compiled by
DATE
4 Oct 2013
Approved by
7 Oct 2013
Reviewed by
19 June 2012
Page 4 of 4
HR191