eClass Support Analyst

IST T & L Services

Competition No.  -    S101344967
Posting Date  -    Apr 22, 2021
Closing Date  -    May 06, 2021
Position Type  -    Full Time - Operating Funded
Salary Range  -    $46,627 to $62,954 per year
Grade  -    07
Hours  -    35

This competition is an internal expression of interest opportunity as part of the Service Excellence Transformation initiative and is restricted to NASA salaried university employees (Regular and Auxiliary Salary) currently employed with the university or within a current notice period. Applicants must demonstrate that they have recent and relevant experience performing some or all of the duties sought through the advertisement they are expressing interest in.

This position offers a comprehensive benefits package which can be viewed at: Faculty & Staff Benefits. This posting will be used to hire up to 2 positions.

Reporting to senior eClass support staff, the eClass Support Analyst represents Information Services and Technology (IST) as a skilled professional, delivering excellent client service and troubleshooting technical issues with elearning technologies across the university campuses.

The position provides tier 1 support for research, teaching, and administrative units, including instructors and students.

The role of eClass Support Analyst requires excellent communication skills and robust technical background to assist a diverse range of clients across different elearning applications and platforms. 


  • Provides email and phone support for eClass, Zoom, ePortfolio (Mahara), ePoll (Student Response System) and additional elearning technologies

    • Troubleshoots login and access issues to elearning technologies

    • Troubleshoots issues with the functional components of elearning technologies

    • Provides initial investigation, context, and notes for incoming support issues

    • Triages and escalates support tickets to teammates

    • Documents and labels support tickets with relevant metadata tags

    • Communicates with clients via email and by phone

  • Assists with the development of training materials, including text and video tutorials

    • Builds step-by-step tutorials complete with screenshots in supported elearning systems

    • Reviews and edits documentation created by colleagues

    • Creates video tutorials using screen capture software

    • Validates existing documentation for accuracy and updates where necessary

  • Provides application administration for eClass and related technologies

    • Supports the creation of credit & non-credit courses within eClass

    • Edits system configuration settings as directed by senior support staff

    • Provides in-system language and documentation changes as directed by senior support staff

    • Provides site-wide communication in system, as directed by senior support staff

  • Performs other related duties as necessary

    • Provides academic staff technical training and one-on-one consultations

    • Tests and produces documentation for new features created by IST eClass developers, other 3rd party elearning providers, and arising through version upgrades

    • Manages client relationships by being able to deal with difficult interactions showing understanding, empathy, and communicating intent to help

    • Maintains security of all aspects of the information systems and equipment i.e., password protection of mobile devices and drive encryption of desktop machines


  • Minimum IT Technical diploma; equivalent combinations of education and experience will be considered

  • Current undergraduate students participating in an internship program may be considered

  • Experience working with a broad range of platforms in a complex, multi-system environment would be an asset

  • Experience or an interest with adult education, instructional design, enhancement of teaching and learning, and elearning technologies

  • Demonstrated familiarity and aptitude for a variety of standard technology tools like MS Office, basic graphic design software, web page design software, Google Docs etc.

  • Demonstrated analytical and diagnostic skills

  • Ability to manage multiple priorities and workload under time pressure

  • Excellent verbal and written communication skills; intuitive and empathetic listening skills and presentation skills

  • Ability to work well in a team environment

How to Apply

Apply Online

Note: Online applications are accepted until midnight Mountain Standard Time of the closing date.

We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.

The University of Alberta is committed to an equitable, diverse, and inclusive workforce. We welcome applications from all qualified persons. We encourage women; First Nations, Métis and Inuit persons; members of visible minority groups; persons with disabilities; persons of any sexual orientation or gender identity and expression; and all those who may contribute to the further diversification of ideas and the University to apply.