LMS Support

Description:

• The Educational Technology and Platform Specialist that requires a blend of software technical expertise, troubleshooting skills, learning management system and administrative responsibilities. The overall purpose of this position is to provide technical support and perform administrative responsibilities on the CLIENT Learning Network (ILN) platform (CLIENTs learning management system) and provide technical support for CLIENT Educational Activities customers and partners.
• This position functions as an individual contributor.

Key Responsibilities:

Specific duties include but are not limited to:

• Provides technical support as the CLIENT Learning Network (ILN) Administrator (CLIENTs learning management system) including researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues
• Assists and/or collaborates with internal and external platform teams to implement ILN technical fixes and enhancements
• Keeps abreast of technology and provides recommendations to improve end user support and operations
• Writes/updates user guides and documentation regarding the ILN
• Uploads courses to ILN as needed
• Produces ILN standard and custom reports
• Assists with CLIENT Learning Network implementations of new ILN Partners
• Participates in reviewing requirements for ILN enhancements and tests enhancements
• Writes ILN testing scripts for UAT (User Acceptance Testing)
• Participates in UAT including resolving technical issues, reporting, etc.
• Delivers SCORM sales orders, as needed
• Prepares product data to be uploaded to internal CLIENT systems
• Processes internal reimbursements to ILN Partners for ILN licenses
• Supports the creation of analytics and usage reports for CLIENT eLearning products, identifying actionable insights, key trends and metrics, user behavior, data/marketing/website optimization opportunities, as well as to respond to institutional customer requests
• Gathers, generates, and reviews catalog records of eLearning courses as per machine readable cataloging (MARC) standards and (Knowledge Bases and Related Tools) KBART title lists
• Updates, edits, and/or enhances existing catalog records for greater discoverability
• Submits and monitors project management tickets (JIRA)
• Coordinates virtual events/webinars, including setting up registration pages, providing production support, collaborating with marketing efforts, and producing events
• Assists with website that supports the CLIENT Learning Network, including conducting keyword research to improve SEO, auditing LMS content and URLs to ensure data integrity, and creating/updating customer support documentation
• Conducts industry research and landscape assessments within the adult learning space
• Works on other Educational Activities projects as needed and assigned

Qualifications:

Education and Experience:

• Bachelor’s degree preferred or equivalent experience
• Preferred knowledge in learning management administration, educational technology, and/or technical support

Skills & Other Requirements:

• Strong analytical and problem solving skills including being a creative problem solver
• Strong comfort with software
• Strong customer service, administrative, and software skills
• Strict attention to detail
• Ability to work well under pressure with deadlines, with the ability to handle multiple projects simultaneously
• Knowledge of educational technology platforms including learning management systems
• Highly competent in working with Microsoft Office and Google Docs
• Excellent oral and written communication skills
• Excellent interpersonal skills; ability to work successfully with both internal and external stakeholders
• Knowledge of HTML, CSS a plus
• Knowledge of JIRA a plus