Description
Are you passionate about identifying and fixing issues for customers Do you have a knack for identifying defects during testing If so, this Customer Service Program Specialist role is for you!Key job responsibilities
- Learning Management System (LMS) Administrator
- Publish and test all learning assets uploaded to our LMS (Amazon Learn).
- Troubleshoot defects such as course will not launch, course is stalled, and course will not mark complete.
- Maintain ground truth learning asset list, learning path, and permissions configuration.
- Analysis, including:
- Inspection of LMS configuration standards through use of Learning Organization audit mechanisms.
- Inspection of alignment between SDS Learning Launch calendar, SDS Learning Catalog, and our LMS.
- Identify trends and escalate defects.
- Invent and Simplify, including
- Recommend process improvements to accelerate our delivery to customers (internal and external).
- Recommend process improvements to positively impact training performance.
- Create and maintain LMS-related wiki pages.
- Create LMS-related launch/update communication.
- Maintain matrix of Learning Org tech, including support of license renewals.
Note - This role requires on-site location and working overlap with US hours.A day in the lifeEach day will present a new opportunity to support our internal customers. On a daily basis, your goal will be to process all incoming requests within our 2-3 day SLA. You'll balance this daily transactional work with recurring cadence of inspection mechanisms to maintain our high bar, as well as other activities.
About The Team
It's an exciting time to join as this role is in our newly formed Learning Programs team! And, you'll have the opportunity to work in our new Amazon-built LMS - Amazon Learn.
Basic Qualifications
- 2+ years of solving customer technical problems
- Proficient in MS Excel
- Experience in complex problem solving, root cause analysis in a business environment
- Experience using data and metrics to determine and drive improvements
- Experience with customer ticketing systems and best practices
- Experience working cross functionally with global tech and non-tech teams
- Experience keeping multiple projects on track and delivered by deadline
- Bachelor's degree, industry certifications, or equivalent experience in instructional technology, instructional design, training, project management, program management, business analysis, information systems, or related field
Preferred Qualifications
- Certification or degree in instructional technology or related discipline
- Experience with LMS support in a large-scale corporate environment
- Experience creating support documentation and articles
- Experience with tool integrations using APIs and scripting
- Experience customizing or automating content using HTML, CSS, and JavaScript
- Experience with AWS, server management, and on-prem installations
- Experience working with GenAI, including prompt engineering
- Familiarity with xAPI, SCORM, LMS, LRS
- Project management skills including planning work, managing details, keeping multiple tasks/projects on track, working under tight timelines, and delivering results
- Excellent verbal, written, interpersonal communication abilities including skills in explaining technical topics to novices and collaborating with subject matter experts, global stakeholders, and managers
- Proven ability to demonstrate agile mindset to adapt to evolving requirements and make progress despite ambiguity.
- Experience with customer service or delivery organizations
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
Company
- ADCI HYD 20 SEZ - H94Job ID: A2928744
