Learning Technology Specialist II

The Center for Distributed Learning (CDL) is more than a unit. Our teams consist of motivated developers, creators, and dreamers dedicated to exploring new technology to enhance teaching and learning at UCF. Each unique individual provides a fresh perspective to the growing landscape of online education, both here in Orlando and across the wider higher education community.

The Opportunity:

UCF's Center for Distributed Learning (CDL) is seeking a Learning Technology Specialist II to provide advanced, Tier II support for instructional technologies that support teaching and learning across the university. This role focuses heavily on technical troubleshooting and customerfocused support, with a strong emphasis on Canvas and enterprise learning tools. The successful candidate will work closely with faculty, staff, and students to resolve complex issues, support instructional workflows, and ensure a positive user experience, while also collaborating with internal teams and technology vendors in a fastpaced, serviceoriented environment. They stay informed of system updates, test new features, and share relevant findings with the instructional technology team to improve institutional adoption and effectiveness.

This is an Auxiliary (AUX) funded position. Employment is subject to availability of funding and may cease at the time funding for this employment is depleted.

Classification Title: Instructional Technology Specialist II

Responsibilities:

• Provide technical support for learning technologies, including the LMS and instructional tools: Address general user inquiries while handling complex, escalated issues requiring specialized troubleshooting.

• Liaise with learning technology vendors: Serve as a representative in support-related matters, escalating tickets on behalf of faculty, staff, and students to ensure timely resolution.

• Consult on learning technology tools: Advise users on best practices and effective use of various instructional technologies to enhance teaching and learning experiences.

• Develop and maintain relationships with vendors: Actively communicate with vendors, collaborate on technical improvements, and serve as the point of contact (POC) for supported tools.

• Conduct system testing and stay informed of technology updates: Evaluate new features, analyze impact on institutional workflows, and report findings to the instructional technology team.

• Assist with documentation and training efforts: Contribute to the development of user guides, FAQs, and other support materials, while helping with training sessions to ensure seamless adoption of technologies.

• Monitor and report technical support trends: Identify recurring issues, recommend solutions, and contribute to process improvements based on user feedback and technical support data.

Minimum Qualifications:

Bachelor's degree and 2 years of relevant experience; or High School Diploma (or equivalent) and 6 years of relevant work experience in lieu of degree, or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6).

Preferred Qualifications:

• 4+ years of experience providing technical support for hardware, software, or webbased applications, including support delivered via phone, email, and ticketing systems.

• Experience providing advanced technical support for instructional technologies in an enterprise or highereducation environment.

• Experience supporting a largescale Learning Management System (LMS), preferably Canvas, including troubleshooting complex, escalated issues through resolution and documenting outcomes.

• Experience using enterprise ticketing systems (e.g., ServiceNow or similar) to track, manage, and report support requests.

• Experience testing new software features or system updates and documenting findings, risks, or recommendations for a technical or instructional technology team.

• Familiarity with higher education technology environments, including accessibility standards, academic integrity technologies, or emerging tools.

• Experience utilizing generative AI tools or AI agents to support or streamline technical support workflows, including the ability to review, refine, and validate AIgenerated content for accuracy and institutional tone.

• Experience serving as a primary liaison or Point of Contact (POC) with thirdparty technology vendors, including managing and escalating support tickets coordinating resolution. (e.g., Honorlock, Respondus, video platforms, assessment tools).

The most successful candidates may possess the following qualities:

• Strong communication and customer service skills, with the ability to clearly explain technical concepts to nontechnical users.

• Customerfocused and empathetic approach to support, including professionalism when handling escalated or timesensitive issues.

• Collaborative mindset with the ability to work effectively across teams, build relationships with vendors, and contribute to shared problemsolving.

Additional Application Materials Required:

• Resume.

• Cover letter stating your interest in the role.

Special Instructions to the Applicants:

All applicants must be authorized to work for any U.S. employer. Visa sponsorship is not available for this position, and the university cannot accommodate H1B transfers or employment-based visa processing for individuals currently sponsored by another employer.

This is an Auxiliary (AUX) funded position. Employment is subject to availability of funding and may cease at the time funding for this employment is depleted.

Classification Title: Instructional Technology Specialist II

Are you ready to unleash YOUR potential?

As a next-generation public research university and Forbes-ranked top employer in Florida, we are a community of thinkers, doers, creators, innovators, healers, and leaders striving to create broader prosperity and help shape a better future. No matter what your role is, when you join Knight Nation, you'll play an integral role at one of the most impactful universities in the country. You'll be met with opportunities to connect and collaborate with talented faculty, staff, and students across 12 colleges and multiple campuses, engaging in impactful work that makes a positive difference. Your time at UCF will provide you with many meaningful opportunities to grow, you'll work alongside talented colleagues on complex projects that will challenge you and help you gain new skills, and you'll have countless rewarding experiences that go well beyond a paycheck.

Working at UCF has its perks!UCF offers:

• Benefit packages, including Medical, Dental, Vision, Life Insurance, Flexible Spending, and Employee Assistance Program

• Paid time off, including annual and sick time off and paid holidays

• Retirement savings options

• Employee discounts, including tickets to many Orlando attractions

• Education assistance

• And more...For more benefits information, view the UCF Employee Benefits Guide.

Dive into our Total Rewards Calculator to discover the diverse selection available to you, giving you a glimpse into the benefits that together shape your comprehensive rewards package at UCF.

Unless explicitly stated on the job posting, it is UCF's expectation that an employee of UCF will reside in Florida as of the date the employment begins.