Learning Platforms Support Officer

Role purpose  

The HLA’s learning platforms reach over 650k individual learners, with over 50 partners utilising an existing product. Individual learners benefit from hundreds of free, online and blended courses, while the existing products provide a low-cost but highly flexible and adaptable learning management system (LMS) to partner organisations.

As the Learning Platforms Support Officer you will support in all aspects of maintaining, troubleshooting and improving the HLA’s learning platforms (Kaya and HPass); working with a number of internal and external stakeholders to ensure that they provide high-quality, relevant, accessible and engaging learning opportunities for the sector, to help fulfil the HLA’s mission.  

Key areas of accountability

• Monitor and respond to the support inboxes, providing first-line technical support to Kaya and HPass (and future) platform users, partners, and products.
• Provide support and guidance to HLA colleagues, including resolving technical issues, answering queries, and responding to data requests to fulfil monitoring and reporting requirements.
• Develop an understanding of common platform issues/trends by collecting and monitoring user feedback, working with the wider Platforms team to develop and test appropriate solutions.
• Work with the team to complete first line testing of new platform developments and fixes, ensuring that the relevant testing processes are followed and documented.
• Support the specialists to ensure that we have the appropriate training, guidance and support materials in place to allow partners and colleagues fulfil their administrative roles
• Perform first line quality assurance checks and provide feedback to partners ensuring that all new courses meet the required quality standards prior to their publication. General platform maintenance and updating site copy, including announcements, FAQs and help strings.
• Support with the development of the Kaya Partner community including collating monthly newsletter content

Experience and skills   

• Experience providing first-line technical support to end-users, partners and/or colleagues.
• Experience in administration of a Learning Management System (LMS), preferably Moodle and/or Totara Learn.
• Experience in an LMS training environment, developing materials and delivering onboarding and support to other admins.
• Familiarity with a range of online/blended learning methodologies, standards and formats that can be set up, managed, and maintained using an LMS.
• Experience in presenting complex information in a way that is easy to follow using a variety of digital technologies for online delivery
• Very high digital literacy and ability to quickly adopt new technology and approaches.
• Commitment to Save the Children’s vision, mission and values.