Learning Administrator 2

Job Overview:

Essential Duties And Responsibilities

• Collaborate with the global internal team through meetings, projects, and activities, which may require occasional schedule adjustments.
• Offer customer consultations to provide configuration solutions and other recommendations based on their specific needs.
• Perform day-to-day administration in an Oracle-based LMS for courses, offerings, certifications, and roster management.
• Contribute to the maintenance and creation of knowledgebase documentation in Confluence on processes, tasks, and LMS functionality.
• Apply critical thinking when addressing customer questions to provide thoughtful responses and unique solutions.
• Proactively identify problems and inefficiencies, complete root cause analysis, log cases, and implement solutions or contribute to solution brainstorming.
• Perform activities such as uploading, publishing, and testing e-Learning source files and troubleshooting issues or inconsistencies (internally and with clients).
• Provide producer support for virtual sessions globally.
• Assist with daily tasks such as sending reports, responding to client questions, and monitoring task deadlines.
• Take ownership of issue and error escalation, including thorough documentation and reporting, follow-up with the customer or internal contact throughout the process, and documentation of lessons learned.
• Maintain the integrity of client and learner data, records, and manage user accounts.
• Offer recommendations to customers that will improve their course/program/setup, such as setting proper permissions and file structures.
• Assist with internal process auditing, regression testing, and innovation of best practices.
• Gain a comprehensive understanding of the functionality and features of the LMS, and stay up-to-date when new features or changes are released.
  

Qualifications Required

• Experience:
• Following complex processes with accuracy
• Troubleshooting technical issues
• Documenting processes or instructions
• Virtual meeting platforms (Webex, Zoom, Meet, etc.)
• Abilities and Skills:
• Excellent and proactive communication (verbal, written, and comprehension)
• Critical thinking
• Problem solving
• Attention to detail
• Collaboration
• Time management
  

Preferred Qualifications

• Experience:
• 3 to 4 years of LMS and/or customer support
• Familiarity with performance metrics and service levels
• Intermediate knowledge of MS applications and tools (Excel, Word, Outlook, SharePoint, etc.)
• Abilities and Skills:
• Passion for excellent customer experiences
• Analytical thinking
  

Responsibilities

• Collaborate with the global internal team through meetings, projects, and activities.
• Offer customer consultations, providing configuration solutions and recommendations.
• Perform daily administration tasks in an Oracle-based LMS, managing courses, offerings, and certifications.
• Contribute to knowledgebase documentation in Confluence, covering processes and LMS functionality.
• Apply critical thinking to address customer queries and offer unique solutions.
• Identify problems and inefficiencies, perform root cause analysis, and log cases for resolution.
• Upload, publish, and test e-Learning source files, troubleshooting issues internally and with clients.
• Provide producer support for virtual sessions globally, ensuring smooth operations.
• Assist with daily tasks, including report generation, client communication, and task management.
• Take ownership of issue escalation, documenting and reporting, and ensuring timely follow-ups.
  

Qualifications

• Experience in following complex processes with accuracy, troubleshooting technical issues, and documenting processes.
• Proficiency in virtual meeting platforms (Webex, Zoom, Meet, etc.) is essential.
• Excellent communication skills (verbal, written, and comprehension) are a must.
• Critical thinking, problem-solving, and attention to detail are key abilities for this role.
• A collaborative mindset and strong time management skills are required.
• 3 to 4 years of LMS and/or customer support experience is preferred.
• Familiarity with performance metrics and service levels is an asset.
• Intermediate knowledge of MS applications (Excel, Word, Outlook, SharePoint) is beneficial.
• A passion for delivering exceptional customer experiences is highly valued.
• Analytical thinking and a proactive approach to problem-solving are essential.
  

About Us