Job ID: VA-706776 (96190328)
Local (Richmond) LMS/CRM Technical Support Analyst with Office 365, Webex/Teams, issue resolution experience
Location: Richmond, VA DOA
Duration: 12 Months
In-Person Only
ONSITE Tuesday, Wednesday, and Thursday each week (NO EXCEPTIONS)
IN-PERSON Interviews will be required
If selected, the agency will conduct ONLY In-Person Interviews. If your candidate cannot be available for an in-person interview, please do not submit them.
skills:
Excellent verbal and written communication skills Required 2 Years
Intermediate Microsoft Excel and Word Skills Required 3 Years
Experience with Office 365 tools Required 1 Years
Experience working with a Learning Management System (LMS) or Customer Relationship Management (CRM) System Required 1 Years
Proficient with Webex, Teams, or other virtual meeting platforms Highly desired 1 Years
Overview:
Communications and Learning Management System (LMS) Support Analyst
This role is part of our production support – so a long-term role.
IMPORTANT TO NOTE before submitting: The role is part Communications analyst and part Learning Management System (LMS) support (making sure the right data gets into the system for end users to take training, etc.) – nothing really to do with training delivery, per se. This is NOT a Trainer role.
DAY TO DAY:
We are seeking a Communications and Learning Management (LMS) Support Analyst that will provide on-going administrative support for our learning management system (LMS) and the communications team. This candidate will collaborate with both the Change and Training teams to maintain Instructor-Led training in the LMS and will provide customer service support via email and/or phone to all learners and internal personnel. They will provide technical support and customer resolution for learners and escalate issues as necessary to leads. Candidate will qualify training requests and make learning assignments based on submitted information. This candidate will also provide ad-hoc administrative and technical support to the change/communications team.
Candidate must reside in Richmond, VA area and will work a hybrid schedule with a 3x week in-office requirement (Tuesday – Thursday). This position will report to the LMS Administrator/Communications Lead and will be needed through December 30, 2023 with possibility of extension based on performance.
Candidate will:
• Under guidance of the Lead become the learning management system subject matter expert for the Cardinal program.
• Analyze and qualify training requests for instructor-led training (ILT) ensuring that training needs are met and that seats are properly utilized.
• Provide technical support to learners and other system administrators, troubleshooting while providing excellent customer service via email and/or phone.
• Support learner accessibility in the LMS and promote efforts to improve user experience.
• Maintain catalog accuracy related to course descriptions and course/class changes.
• Collaborate with the LMS Administrator to continuously improve the functionality and usability of the LMS for learners and internal personnel.
• Provide ad-hoc administrative support to the change/communications team including hosting large virtual webinars using Webex, data analysis using Excel, and proofing documents as needed.
Required Technology:
• Intermediate Microsoft Excel and Word skills
• Experience with Office 365 tools
• Experience with or working in an LMS, CRM, or similar software.
• Proficient with Webex, Teams, or other virtual meeting platform.
Knowledge, Skills, and Abilities:
• Excellent critical thinker and problem solver, able to pay attention to detail and manage ambiguity.
• Resourceful and quick learner, ability to research and formulate conclusions based upon findings.
• Ability to understand data and derive insights to formulate decisions
• Ability to work independently and as part of a team.
• Exceptional interpersonal skills and strong oral and written communication skills.
• Bachelor’s degree or 3+ years of related work experience.
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