Learning Technologist & Support Manager - FT

Westminster Theological Seminary•Glenside, PA

19m•Onsite

About The Position

The Learning Technologist & Support Manager (LTSM) advances the use of learning technology at Westminster Theological Seminary, with a primary orientation toward the needs of online learners while also serving residential students, faculty, staff, and other departments. Reporting to the Director of Technology and partnering closely with the Learning Experience (LX), and Student Success teams, the LTSM owns tier-2 support for the Seminary's learning technology stack, drives proactive improvement of the platforms and processes our learners depend on, and equips front-line teams to resolve common issues independently. This role blends ed tech expertise with a strong customer-support mindset. The ideal candidate is energized by helping others use technology well, leans into ambiguity, and is committed to building a culture of documentation, training, and continuous improvement in service of the mission of Westminster.

Requirements

Commitment to the mission, core values, and goals of Westminster Theological Seminary.
A servant's heart and a customer-service mindset — genuine eagerness to help students, staff, and faculty succeed with technology.
Working knowledge of Learning Management Systems, preferably Canvas.
Comfort administering and learning new SaaS platforms quickly.
Demonstrated ability to write clear documentation and to train non-technical users.
Strong interpersonal and written communication skills.
Ability to work effectively with faculty and staff at varying levels of technology skill.
Comfort with ambiguity and the ability to prioritize across multiple "clients" and competing demands.
Functional understanding of accessibility, usability, and supporting distributed/online learners.
Familiarity with front-end web technologies (HTML, CSS, JS) and APIs.
Minimum of three years' experience in a technically similar environment; relevant education or certification a plus.

Nice To Haves

Experience supporting online learning programs at a college, university, or seminary.
Familiarity with Articulate, Populi (or other SIS), Cidilabs, Help Scout, Google Workspace, Zoom, and Vimeo.
Background in instructional design or learning experience design.
AV competence (audio, video, livestream) and/or video editing skills in an NLE such as DaVinci Resolve or Premiere; familiarity with Blackmagic hardware and software.
Project management experience and the ability to juggle multiple workstreams.

Responsibilities

Provide proactive support for online learners — including pre-enrollment guidance on technology for success in WTS online programs, and accessibility for students in regions with limited platform access.
Anticipate and address pain points before they escalate as the online learner population grows in size and diversity.
Demonstrate professionalism, enthusiasm, and superior customer service in support of all online-learning initiatives.
Participate in committees, focus groups, and project teams as assigned.
Operate as the Seminary's tier-2 specialist for learning technology — owning escalations, platform outages (e.g., calling Canvas during an incident), and complex tickets that exceed tier-1 capacity.
Equip the Student Success team (tier 1) with documentation, training, and tooling so they can independently resolve common issues like basic Canvas navigation and account questions.
Partner with Student Success to identify recurring pain points and address them systemically rather than ticket by ticket.
Administer and maintain Westminster's learning technology stack, including Canvas (LMS), Cidilabs, Articulate, Help Scout, Populi, Google Workspace, Zoom, Vimeo, Workplace, and other integrated in-house and third-party tools.
Stay ahead of vendor updates and roadmap changes; advise leadership on adoption, deprecation, and renewal decisions (e.g., whether to retain Articulate 360 for a small number of courses).
Evaluate the stack on an ongoing basis and justify continued investment based on usage and value.
Lead upgrades or migrations to new technologies; forecast financial, physical, and human resource needs.
Serve a broad set of "clients," in roughly this order of priority: Students, Faculty, Staff, Other departments.
Foster a culture of documentation: maintain up-to-date how-tos and runbooks in Notion.
Partner with Student Success to produce timely communications about outages, updates, and new opportunities.
Produce a quarterly roundup summarizing ed tech issues (online and residential), active projects, emerging tools, and adoption metrics — keeping institutional awareness high and the role visibly proactive rather than reactive.
Provide AV and instructional technology support for classrooms and Seminary events as needed, in collaboration with the Seminary's AV lead.