SAIT’s Information Technology Services department handles all software and hardware needs, as well as technological and networking issues for both employees and students who rely heavily on computer systems across our campuses. Technical support — which includes help with computer hardware and software technical problems, email, audio-visual needs and more — is available to everyone at SAIT, whether the problem occurs at home or on-campus.

QUALIFICATIONS & EXPERIENCE

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• Two-year post-secondary diploma in Information Technology, Educational Technology, Computer Science, or a closely related field

• 2–3 years of directly related experience. An equivalent combination of education and experience will be considered.
• 3–5 years of progressively responsible experience in LMS administration or educational technology support would be considered an asset.
• Front-line technical support experience in an IT service desk, help desk, or educational technology environment.
• Practical exposure to at least one LMS (D2L/Brightspace preferred), gained through administration, course building, or high-volume end-user support.
• Hands-on use of a ticketing/ITSM tool (e.g., ServiceNow, Jira Service Management, Freshservice) to track and resolve incidents.
• Experience creating concise user-facing documentation or knowledge base articles.
• Demonstrated customer-service skills working with diverse client groups (faculty, staff, and students).
• Evidence of following standard operating procedures (SOPs) and escalating issues appropriately.

SKILLS AND COMPETENCIES

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• Demonstrated proficiency with LMS platforms, particularly D2L/Brightspace, and integrated technologies such as Respondus LockDown Browser.

• Strong analytical skills and ability to troubleshoot technical issues methodically.
• Solid understanding of internet browser compatibility, including Chrome, Firefox, Safari, and Edge.
• Proficiency in Microsoft 365 suite and browser-based testing across Windows, macOS, and mobile platforms.
• Effective training skills, with experience developing and delivering end-user documentation and instructional resources.
• Excellent organizational skills and attention to detail, with the ability to manage multiple tasks simultaneously.
• Strong interpersonal communication skills, capable of explaining technical concepts to non-technical users.
• Ability to manage workload, prioritize tasks effectively, and meet tight deadlines under pressure.
• Proficiency in generating, analyzing, and interpreting technical reports from LMS systems.
• Understanding of cybersecurity principles, FOIP regulations, and confidentiality requirements.
  Job classification: A5107 - Ed. Lab. Technologist II
  Salary range: $62,000 - $72,000
  Paid Leave: 4 Weeks Vacation / 14 Flex Days per year
  Hours Per Week: 37.5
  Posting closing date: July 10th, 2025

ABOUT SAIT

SAIT is a global leader in applied education. Named one of Alberta’s Top Employers, we offer the chance to work with a purpose — preparing the next generation of industry leaders, entrepreneurs, advocates and explorers.
Building on our 100+ year history, we’re looking for innovative, bold and collaborative employees who embrace change and deliver world-class customer experiences. Your future starts now at SAIT.
Community and Belonging is essential to achieving SAIT’s vision to be a global leader in applied education. It creates the conditions for a healthy campus where everyone feels welcome, respected and empowered to succeed. SAIT values fairness, shared accountability and the importance of representation. The institution expects a commitment from its students and employees to continuously develop an equitable and inclusive mindset that celebrates diverse experiences and perspectives. Learn more about Community and Belonging at SAIT.

Knowledge Base & SOP Development

• Assist with the creation of internal knowledge base articles and SOPs as assigned.
• Author ServiceNow catalog items and workflow notes.
• Provides feedback on LMS functionality and refers enhancement opportunities to the Supervisor for review

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• LMS Application and Client Support

• User & Access Management: Manage user accounts, roles, and permissions (bulk and individual enrollments, access modifications, termination reports).
• Course Lifecycle Oversight: Create and schedule courses; manage master shells, cross listing, bulk uploads, and semester start archival/reloads.
• Platform Health & Troubleshooting: Perform daily LMS health checks, testing, and minor updates; resolve issues (Respondus LDB, browser compatibility, exam resets, grade book).
• Instructional Collaboration: Partner with instructional designers to optimize course structure and delivery.
• Compliance & Governance: Follow established SOPs and LMS conventions and contributes to documentation updates to support adherence of data privacy (FOIP) and accessibility standards.
• Service Management: Record all incidents/requests in ServiceNow and track through resolution.

Technical Coaching & Documentation

• Provides advanced LMS support as a key resource, assisting users with complex issues and troubleshooting.
• Support the delivery of just in time coaching (1:1, group, MS Teams) and ad hoc workshops on tool adoption.
• Assist in developing user facing guides, quick start videos, and micro learning assets aligned with accessibility standards.

• Coordinate semester start refresh sessions and ongoing coaching schedules.

Knowledge Base & SOP Development

• Assist with the creation of internal knowledge base articles and SOPs as assigned.
• Author ServiceNow catalog items and workflow notes.

• Provides feedback on LMS functionality and refers enhancement opportunities to the Supervisor for review.

Data & Analytics

• Generate comprehensive reports on participation, completion, engagement, and tool adoption (Brightspace Data Hub, CSV, Power BI).
• Analyze trends to drive data informed decisions on engagement and operational efficiency.

• Present insights to leadership and campus partners.

LMS Technology Research & Continuous Improvement

• Monitor emerging LMS technology, cybersecurity, AI, and legislative developments impacting LMS operations.
• Liaise with vendor technical account manager; attend roadmap meetings and communicate upcoming changes/risks.
• Provide feedback and identify enhancement areas for supervisor to review (HRIS, SIS, third party LTIs); provide intermediate analyses and recommendations.
• Support ongoing improvement efforts and track realized benefits.
• Collaborate with instructional designers to optimize course structure and delivery.
• Maintain compliance with relevant data privacy and accessibility standards.