Further Particulars
This document includes information about the role for which you are applying and the
information you will need to provide with the application.
1. Role details
Vacancy reference:
11884
Job title:
Service Administrator
Reports to:
Product Development Manager
Salary:
£31,656 to £37,768
Terms and conditions:
Academic Related
Grade:
Grade 7
Duration of post:
Temporary contract until 31 July 2016
Working hours:
Mon to Thurs 9:00 to 5.30 and Fri 9:00 to 5:00
Location:
Walton Hall, Milton Keynes
Closing date:
Midday, 10 February 2016
Type of application form accepted:
Full Application Form
Number of referees required:
One (Head of Unit or nominee)
Unit recruitment contact:
Denise Jobson
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January 2010
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2. Summary of duties
Main purpose of the post
1. To act as a subject matter expert for learning systems and tools and to provide third line
support, trouble shooting and testing.
2. To work with stakeholders and Product Development Managers to gather new business
requirements for pedagogic enhancements and technical developments to our learning
systems.
3. To work with the Learning Systems Analyst, as required, to create guidance and support
materials for students and staff across the university on the effective use of the University’s
learning systems and digital publishing tools, and communicate technological enhancement in
regular product release briefings, ad-hoc presentations and one to one training sessions as
required.
Description of duties
1. Support Product Development Managers in liaising with customers and other staff as
appropriate to elicit relevant and accurate information about requirements, constraints and
priorities for course website design and production.
2. Providing technical advice to colleagues and stakeholders about maintenance and support
of online systems and services to deliver against learning outcomes, ensuring that
proposals are effective and achievable within the scope and constraints of the project.
3. Ensuring effective use of resources, appropriate tools and generic solutions by giving
support to Product Development Managers, developers and the Head of Learning and
Teaching Environments in project planning, specification, estimation, risk assessment and
change control.
4. Working with Product Development Managers, developers and stakeholders to coordinate
and undertake user acceptance testing and approval of new products and services.
5. Providing second-line support to investigate and resolve student and staff VLE queries;
responding within agreed time frames and with appropriate levels of information; and
liaising with technical developers as third-line support to resolve issues that need further
input.
6. Creating or contributing to the creation and maintenance of documentation, training and
support materials using our XML authoring tools. Ensuring the material is technically
correct.
7. Attending and contributing to team meetings. Represent the team at meetings as required
e.g. at the Technical Steering Group. Act as a subject matter expert for ad hoc enquiries.
8. Working with LTS and IT colleagues to develop best practice for business processes,
systems configuration using learning systems and tools.
9. Coordinating and administering communications, training and promotional activities for
adoption and use, learning system upgrades, new project/product releases.
10. To undertake any other duties which may be reasonably required.
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January 2010
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3. Person specification
Essential
Education, qualifications and training
Educated to degree level, or equivalent experience in a technical administration role.
Skills, capabilities and qualities

Excellent IT skills.

Demonstrates a passion for creating great user experiences.

Strong communication and networking skills: ability to convey technical ideas in clear
language; communicates effectively both in person and using a range of media;
develops and maintains effective working relationships with a range of colleagues;
adapts communication style to the needs of the audience; uses a range of
communication methods to convey information.

Team working: collaborates with colleagues; is respectful of others' views; shares
information; collaborates across organisational boundaries to achieve common goals.

Ability to persuade and influence: appropriately and effectively challenges others;
influences effectively to shape realistic outcomes; builds a compelling evidence-based
argument.

Planning and organising: prioritises effectively; meets multiple and challenging
deadlines; monitors progress against plans; identifies and manages risk; escalates
issues appropriately.

Problem solving: strong critical analysis skills; demonstrates a logical approach; uses
quantitative and qualitative information to inform decisions; identifies appropriate
options; provides evidence-based recommendations; probes information; challenges
assumptions.

Embraces and adopts change: responds flexibly and positively to change; advocates
for change; overcomes resistance to change.

Delivers results: remains calm, effective and positive even when under pressure; takes
responsibility for delivering outcomes; deals effectively with ambiguity; shows initiative.

Continuous improvement: identifies opportunities for continuous improvement; shows
commitment to own professional development; demonstrates enthusiasm, willingness
and ability to learn new skills.

Taking responsibility for personal development activities.

To demonstrate a strong commitment to the principles and practice of equality and
diversity.
Knowledge, work and other relevant experience

Experience and knowledge of the Moodle online learning platform.

Knowledge of XML authoring systems.
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January 2010
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
Experience of user acceptance testing.

Familiarity with Virtual Learning Environments (e.g. Moodle) and experience with XML
editing software and workflows for online and multi-format publishing. Experience of
using enterprise content management systems.

Knowledge of contemporary open and distance learning, educational technology,
media production and learning systems environments.

Track record of successful delivery of technical and pedagogic, guidance, support and
training within agreed schedule, budget and quality standards.

Proven ability to utilise and deliver web-based learning and/or guidance successfully,
preferably in an educational setting.

Proven experience of developing and maintaining successful working relationships in
order to deliver project outcomes.
Desirable
Education, qualifications and training


Degree in a technical computing subject or equivalent.
Qualifications or training in adult education or distance learning.
Skills, capabilities and qualities

Creativity: fosters a creative environment; encourages others to generate and explore
ideas and opportunities; encourages experimentation; takes managed risks; is excited
about technical innovations.

Demonstrates a curiosity for using new technology and evaluating how it may apply to
teaching and learning.
Knowledge, work and other relevant experience


Experience of distance learning, e.g. an Open University module as a student or
Associate Lecturer.
Knowledge and experience of providing accessible solutions for disabled users.

Experience of working within a complex organisation.

An understanding of the development and configuration of enterprise-level systems
(preferably learning systems).

Knowledge of Agile software methodologies.

Experience of interpreting large data sets and generating and communicating learning
analytics to inform decision making.

Experience of conducting independent research to an agreed brief.
4. Role specific requirements e.g. Shift working
N/A
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January 2010
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5. About the unit/department
Learning and Teaching Solutions (LTS) is the media base in The Open University for developing,
producing and distributing course-related and administrative materials to students and tutors.
Traditional and new media specialists work together to make effective, integrated and
increasingly interactive module materials with the explicit aim of enabling academic staff to
achieve the best learning experience for our students.
LTS also develops and maintains the Open University’s learning systems, oversees
procurement of materials and manages the University’s Intellectual Property.
6. How to obtain more information about the role or application process
If you would like to discuss the particulars of this role before making an application please
contact: Nicola Hicks, Product Development Manager,
If you have any questions regarding the application process or require more information about
the role please email: LTS-recruitment@open.ac.uk
7. The application process and where to send completed applications
You must detail how you meet the essential criteria for this post either in a covering letter or in
your application form. This is an important part of your application and if you fail to do
this you will not be considered for short listing.
You are welcome to enclose your CV. However, CVs will not be accepted without a completed
application.
Please ensure that your application reaches the University by: Midday,10 February 2016
Post it to:
Staffing and Recruitment Coordinator
Learning and Teaching Solutions
Level 4, Perry Building
The Open University
Walton Hall
Milton Keynes
MK7 6AA
Or e-mail your application to: LTS-Recruitment@open.ac.uk
8. Selection process and date of interview
The interview panel will be chaired by Nicola Hicks, Product Development Manager. The
other members of the interview panel will be Lisa Moore, Product Development Manager,
Raihanah Begum, Product Development Manager
The interviews will take place on 26 February 2016
If you do not hear from us by 17 February 2016 you should assume that you have not been
shortlisted for interview but we do thank you for your interest.
Applications received after the closing date will not be accepted.
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January 2010
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