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Computing Consultant (Learning Environment Training and Support)

Department: Information Systems & Techology (ITMS Group) Effective Date:

March, 2012



35 hr/wk

Reports to: Learning Environment Supervisor

General Accountability

(LMS: Learning Management System)

Reporting to the Learning Environment Supervisor in IST’s Instructional Technologies and Multimedia Services (ITMS) group, this IST Computing Consultant is part of the Learning Environment support team. The incumbent is responsible for providing technical support to instructors, students and staff using the Waterloo LEARN learning environment (currently based on software from Desire2Learn) and other learning technologies. The online course system is available to the entire UW community. The LMS support team spans multiple departments, including individuals in IST, the Centre for Teaching Excellence (CTE), and the Centre for Extended Learning (CEL).

Nature and Scope

ITMS is responsible for supporting people in their use of central teaching and learning facilities. Its mandate is to maintain and evolve those facilities, and to offer technical assistance and related services, in order to help enhance course content and delivery, in the classroom and online. In this provisioning and support role, ITMS collaborates with related areas such as the Centre for Extended Learning (CEL), the Centre for Teaching Excellence (CTE), the Library, and the Bookstore, among others. As workloads permit, ITMS supports the non-academic areas of the university by covering special events and producing content about the University of Waterloo for use in various media venues.

The LMS and associated tools provide the online facilities available for the entire uWaterloo course offering. IST provides support for the core LMS technology services, and supports the use of the system in conjunction with the CTE Faculty Liaisons, CEL, and in collaboration with other departments such as the Library and Bookstore. Within ITMS, the personnel providing support to the LMS share the client support and specialize in particular areas. The incumbent liaises with others in IST to solve problems.

Statistical Data

As of spring 2014, the LMS is in use by over 2500 instructors and support staff, approximately 29,000 students, and over 1600 course instances. Supported clients include instructors, students, and other staff. In addition to support of course activities, LMS support may be provided for training and other relevant applications.

Specific Accountabilities

Five key areas of learning technology support responsibility for this incumbent:


Feature usage expert


Support web site maintenance

Communications (external and social media)

Feedback on the LMS

Working Conditions

Employees work in an environment which quick response to client problems and requests regarding the LMS and learning technologies environment. Learning Environment support personnel in ITMS share in providing help through a shared email help queue and shared phone line. Personnel must be able to perform concurrent tasks with interruptions to the normal flow of work. Must be able to work independently and as part of a support team in a busy environment.