Learning Support & Development Specialist I

for the university’s teaching and learning technologies within the Worldwide Campus environment. The position plays a key role in ensuring seamless access to academic systems by supporting students, faculty, and staff through multiple service channels, including phone, email, web conferencing, and a centralized ticketing system. In this role, you will collaborate with a diverse group of stakeholders—including instructional designers, instructional technologists, IT support teams, the Rothwell Center for Teaching and Learning Excellence, Scheduling, and external vendors—to identify, troubleshoot, and resolve issues related to the Learning Management System (LMS), third-party integrations, and other academic technologies that support online course delivery. Key Responsibilities Provide Tier 2 application support and troubleshooting for LMS platforms, third-party textbook integrations, web conferencing tools, and academic software systems Assist users with technical issues involving browsers, operating systems, and hardware Support term start processes, including course quality assurance, template validation, and course publishing Configure and troubleshoot third-party integrations and academic technology tools Maintain tracking systems for course updates, instructor changes, and term start workflows Process and analyze reports using Canvas Data (Tableau) to identify issues in course templates and structures Utilize automation tools (e.g., Power Automate, Canvas API, RPA workflows) to process updates and changes at scale Develop and maintain HTML/ documentation and knowledgebase articles Test and evaluate new and emerging educational technologies Support continuous improvement by identifying system issues and recommending solutions Perform other duties and projects as assigned by the Director of Learning Support and Development About us For over 100 years, Embry-Riddle has been the world's leading aviation and aerospace university, educating more than 30,000 students across residential campuses in Daytona Beach, Florida, and Prescott, Arizona, as well as through a global network of Worldwide locations and online programs. With more than 165,000 alumni around the world, our impact reaches every corner of the aerospace, aviation, defense and technology industries. Today, our faculty, researchers and professional staff are advancing innovation across aviation, space, artificial intelligence, cybersecurity, autonomous systems and next-generation engineering. Working alongside industry leaders, government agencies and innovators, they are solving real-world challenges and shaping the technologies that will define tomorrow. Whether you are an educator, researcher, administrator, technologist or industry professional, your work at Embry-Riddle will contribute to something bigger than a job. Join a community driven by discovery, purpose and excellence—and help shape the future of aerospace. Generous Time Off: Enjoy up to 18 days of paid leave in your first year, including 3 days granted upon hire and 15 days accrued throughout the year. You'll also receive 9+ paid holidays, including the day after Thanksgiving and the week between Christmas Eve and New Year's Day. Tuition Coverage: Get 100% tuition coverage for yourself for one undergraduate and one graduate degree, and discounted rates for your spouse and dependent children up to age 26. Retirement Contributions: ERAU contributes 6% of your base salary to your retirement plan and offers a 4% matching contribution – with no vesting period. Personal Leave: Relax with 15 days of personal leave for non-exempt employees or 18 days for exempt full-time employees in your first year. Compensation The annual salary range for this role is up to $45,000. The final offer will be based on the candidate’s skills, qualifications, and experience, as well as applicable state regulations, internal equity, and business needs, and may fall outside of the stated range. Qualifications Required Qualifications Education: Associate degree or completion of a post-secondary program of at least 18 months beyond high school, with a concentration in Computer Science, Information Technology, or a related field. Experience: Experience providing technical, eLearning, academic technology, or IT support in a customer-facing environment. Required Skills and Abilities: Strong interpersonal, communication, and customer service skills, with the ability to provide support in person, via web conference, phone, and email. Ability to work effectively as part of a team while also working independently to resolve issues using available resources. Strong attention to detail and commitment to quality control. Technical aptitude with web conferencing platforms, learning management systems, cloud-based collaboration tools, computer hardware, operating systems, and major web browsers. Ability to diagnose and troubleshoot how technology systems interact with web applications. Demonstrated proficiency with Microsoft Office 365, Microsoft Teams, and SharePoint. Ability to learn quickly, adapt to change, and keep pace with evolving technology. Preferred Qualifications At least one year of experience providing eLearning or IT support. Experience with learning management systems and third-party integrations, such as Pearson and McGraw Hill. Experience with Canvas Learning Management System. Experience with HTML, CSS, and JavaScript. Basic understanding of HTML and Learning Tools Interoperability (LTI). Working knowledge of Zoom. Experience with robotic process automation, workflow automation, scripting, or APIs to improve repeatable processes while maintaining data quality through testing, documentation, and error handling. Experience using databases or reporting platforms to verify data, generate accurate reports, identify patterns, and communicate findings. Experience supporting academic technologies in higher education, including online or hybrid learning environments. Experience collaborating with faculty, students, instructional design, academic support, information technology, and external vendors. Application process/requirements To submit your application for this opportunity, please visit the Embry-Riddle Career Site and search for requisition number R312220 . Please attach all relevant materials to your application when you apply online. Complete submissions include: Cover letter Full Resume Contact information for at least three professional references (please note that references may be contacted as part of the interview/screening process) Current Embry-Riddle employees: Please apply directly through the ERAU Employee Hub Central application within Workday. Embry-Riddle is committed to fostering a workplace where all individuals are valued and respected. We strive to ensure that all faculty, staff, and students are treated fairly and provided equal opportunities for employment, advancement, compensation, training, and other benefits of employment. Embry-Riddle makes employment decisions — including hiring, promotions, compensation, and other terms of employment — based on individual merit, qualifications, and abilities. Embry Riddle is strongly opposed to discrimination and harassment, and such behavior is prohibited by university policy. Embry Riddle does not discriminate on the basis of race, color, national origin, sex, disability, veteran status, predisposing genetic characteristics, age, religion, or pregnancy status, or any other status protected by federal, state, or local law, in its employment, educational programs, admissions policies, financial aid, or other school-administered programs or activities. For further information, please visit our website . Embry-Riddle is not seeking assistance from staffing or recruitment agencies. All agencies are directed to contact eraujobs@erau.edu and should not reach out to hiring managers or staff.