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Learning Administrator 2

GP Strategies
Chennai
July 19, 2022
Job Type
Experience Level
Organization Type Corporate L&D  
Pay Range
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Job Overview:

GP Strategies is seeking an LMS Administrator who will be responsible for the day-to-day customer support, training, and utilization of primarily the Oracle iLearning LMS to support blended learning programs. This Administrator will work as part of our Support Team to interact directly with clients regarding aspects of customer use of the LMS and will interact with the client LMS administrators to training, support, and troubleshooting as the first line of support for clients.

Responsibilities will additionally include interfacing and communicating with client and GP representatives on status, schedules; and serving as part of a team in support of client initiatives. We would like to grow this position to be consultative to better support clients along with developing a good understanding of our products and services and how they can be utilized with the LMS.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Customer support and training for client LMS Administrators for support desk.
  • Identify problems and root causes, taking a consultative approach to assist the client with a resolution.
  • Assist with updates and revisions to training program-related processes, procedures, and supporting documentation.
  • Assists with upload/publish, and testing of e-Learning sources files in the LMS, troubleshoot any related issues (internally and with clients).
  • Conducts LMS training classes and webinars for clients.
  • Assists with daily tasks such as sending status reports, responding to client questions, and assisting content team with technical issues.
  • Document of customer interactions in a CRM/Issue software tracking system by creating, tracking, and resolving cases as well as time involved.
  • Provide training and support for some international customers in off-hours due to time zone differences.
  • Maintain the integrity of client/learner records and managing user accounts.
  • Assists clients to make recommendations to improve their online training program through LMS improvements such as setting proper permissions and file structure.
  • Assist with internal process auditing and innovation of best practices.

Qualifications Required:

  • 1 to 2 years of SumTotal LMS experience is preferred
  • Transactional data entry processing such as item creation, learning history updates and assignments, with a scripted checklist, within agreed SLA
  • Testing new courses with a scripted checklist
  • Light course troubleshooting/testing
  • Metrics recording/tracking
  • Assisting with creating process documentation/checklists
  • Review request submissions, look for trending and best practice opportunities

Preferred Qualifications:

  • Demonstrated excellent verbal and written communication skills
  • Intermediate-level skills with MS Excel, Word, Outlook, etc.
  • Customer focus – proactively finds ways to exceed customer needs
  • Detail-oriented, well organized
  • Instructor -led/classroom training experience
  • Able to communicate effectively in all modes with customers and peers
  • Analytical – identifies root causes, corrective and preventative actions
  • Logical, problem solving, troubleshooting skills
  • Ability to work in a team environment and take initiative individually
  • Directly transferable experience in a similar customer technical support role focusing on LMS use and customer implementation
  • Strong attention to detail, ability to multi-task and work independently as well as in a team environment
  • Familiar with SCORM and AICC
  • Demonstrable experience and success in interacting with customers on a regular basis
  • Experience with either Oracle iLearning LMS and Cornerstone LMS a plus
  • Physical Requirements:
  • Standing, Talking, Hearing, Repetitive Motion (computer work), Sedentary
  • May require domestic travel to client facilities (offices, plants)

GP Strategies is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status