Digital Education Support Analyst

SONICOM; Gloucester; Hybrid; GBP 48,000 - 58,000; Full time

Benefits offered by this job

43 days’ annual leave

Generous pension schemes

Flexible working policy

On-site leisure facilities

Cycle-to-work scheme

Season ticket loan

Job summary

Imperial College London is seeking a Digital Education Support Analyst to provide hands-on operational support for centrally managed digital education services that underpin teaching and learning. You will work with academic departments, ICT colleagues and external suppliers to drive adoption, resolve complex issues and improve the user experience.

As part of the Digital Education Services team, you will contribute to the rollout of the Canvas LMS, delivering training, creating documentation and

Qualifications

• Experience supporting digital education services such as an LMS and lecture capture platforms.
• Provide high-quality operational support to staff and students.
• Strong troubleshooting skills.
• Experience working to defined service standards and managing multiple priorities.
• Excellent communication skills; able to explain technical concepts to non-technical audiences.
• Ability to build positive working relationships across diverse teams.

Responsibilities

• Support and advise staff and students in the effective use of digital education platforms (Canvas, Panopto, Turnitin).
• Resolve complex helpdesk queries; maintain service levels and performance.
• Create, maintain and manage documentation and guidance materials.
• Deliver training and share knowledge to drive adoption and continuous service improvement.
• Contribute to digital education projects including rollout and adoption of new tools.
• Keep up to date with developments in digital education technologies and represent the service in cross-institutional forums.

Skills

Experience supporting digital教育?

Operational support

Troubleshooting

Service standards & prioritisation

Communication skills

Collaboration across teams

Tools

Canvas

Panopto

Turnitin

Job description

Job number COO01416 Faculties Chief Operating Officer (COO) Team Departments Information & Communication Technologies Salary or Salary range £48,246 - £58,318 per annum Location/campus White City Campus - Hybrid Contract type work pattern Full time - Open ended Posting End Date 26 Aug 2026

About the role

Are you an experienced digital education professional looking to play a key role in supporting learning technologies at a world‑leading institution?

As a Digital Education Support Analyst, you will provide hands‑on operational support for centrally managed digital education services that underpin teaching and learning at Imperial.

Working closely with academic departments, Faculty EdTech Labs, ICT colleagues, and external suppliers, you will provide expert operational support for a portfolio of digital education platforms and services. You will provide advice and guidance, help drive adoption, resolve complex issues, and enhance the digital education user experience across the institution.

This is an exciting opportunity to join the Digital Education Services team at a pivotal moment in Imperial’s digital education transformation. As the institution prepares for the full rollout of the Canvas Learning Management System, you will contribute to the development of a modern, reliable and secure digital learning environment, supporting innovation and helping to shape the future of digital education at Imperial.

What you would be doing

• You will support and advise staff and students in the effective use of digital education platforms, including Canvas, Panopto, and Turnitin.
• You will resolve complex helpdesk queries, ensuring agreed service levels and performance standards are consistently met.
• You will create, maintain, and manage documentation, including guidance materials.
• You will deliver training and share knowledge to support user confidence, adoption of services, and continuous service improvement.
• You will contribute to digital assessment and digital education projects, including the rollout, adoption, and continuous improvement of new tools and platforms.
• You will keep up to date with developments in digital education technologies and represent Digital Education Services in cross‑institutional forums and working groups.

What we are looking for

• Experience supporting digital education services such as an LMS and lecture capture platforms.
• Proven ability to provide high‑quality operational support to staff and students.
• Strong troubleshooting skills.
• Experience working to defined service standards and managing multiple priorities effectively.
• Excellent communication skills, with the ability to explain technical concepts to non‑technical audiences.
• Strong service ethos and the ability to build positive working relationships across diverse teams.

What we can offer you

• The opportunity to continue your career at a world‑leading institution and be part of our mission to deliver world‑class teaching and learning.
• Benefit from a sector-leading salary and remuneration package (including 43 days’ annual leave and generous pension schemes).
• Access to a range of workplace benefits including a flexible working policy from day one, generous family leave packages, on-site leisure facilities and cycle-to-work scheme.
• Interest-free season ticket loan schemes for travel.
• Be part of a diverse, inclusive and collaborative work culture with various staff networks and resources to support your personal and professional wellbeing.

Further information

This is a full‑time, open‑ended post. The role is hybrid, with on‑site working primarily based at Imperial’s White City and occasionally at South Kensington campuses.

Applications for this position are only accepted through online application.

Should you require any further details about the role, please contact: Head of Education Platforms, John Ramsay [e-mail]

Attached documents are available under links. Clicking a document link will initialize its download.

Please note that job descriptions are not exhaustive, and you may be asked to take on additional duties that align with the key responsibilities mentioned above.

We reserve the right to close the advert before the stated closing date, should we receive a high volume of applications. It is therefore advisable that you submit your application as early as possible to avoid disappointment.

If you encounter any technical issues while applying online, please don't hesitate to email us [e-mail]. We're here to help.

About Imperial

Welcome to Imperial, a global top-ten university where scientific imagination leads to world-changing impact.

Join us and be part of something bigger. From global health to climate change, AI to business leadership, here at Imperial we navigate some of the world’s toughest challenges. Whatever your role, your contribution will have a lasting impact.

As a member of our vibrant community of 22,000 students and 8,000 staff, you’ll collaborate with passionate minds across nine London campuses and a global network.

This is your chance to help shape the future. We hope you’ll join us at Imperial College London.

Our Culture

We work towards equality of opportunity, to eliminating discrimination, and to creating an inclusive working environment for all. We encourage applications from all backgrounds, communities and industries, and are committed to employing a team that has diverse skills, experiences and abilities. You can read more about our commitment on our web pages .

Proud signatory of the Armed Forces Covenant. We welcome applications from the Armed Forces community.

Our values are at the root of everything we do, and everyone in our community is expected to demonstrate respect, collaboration, excellence, integrity, and innovation.