LMS Support Specialist 2

GP Strategies Corporation is one of the world's leading talent transformation providers. By delivering award-winning learning and development solutions, we help organizations transform through their people and achieve meaningful change. GP Strategies has delivered our innovative consulting, learning services, and talent technology solutions to over 6,000 organizations globally.

From our global experience working across thousands of projects and initiatives over the past 55 years, we've learned that relationships, business, work, innovation, strategy, and transformation are all about people. And, to put it simply, GP Strategies is about our people - an extensive global network of learning experts. Additional information can be found at www.gpstrategies.com.

Summary:

Responsible for ensuring that all Learning Management System (LMS) content is created and maintained in line with our Clients requirements; as well as providing day to day operational support and guidance to ensure the Learner experience is the best it can be.

The role has daily contact with GP Strategies colleagues, Client Stakeholders and the Clients Learners. Ensuring the Clients SLA’s or KPI’s, as well as Internal GP Strategies SLA’s or KPI’s are maintained, or exceeded, is key to ensuring total customer satisfaction.

Essential Duties and Responsibilities

Key requirements of the role include:

•              Manage all LMS Content (Items / Courses, Curriculums, Scheduled Offerings / Classes etc.)

•              Troubleshooting queries, issues and escalations through to resolution

•              Ensure all Content and Learner transactions are processed in accordance with the Client or GP Strategies policies and procedures

•              Ensure all SLA’s / KPI’s are achieved or exceeded

•              Responsible for Quality Assurance

•              Provide advice and guidance on the Best Practice and improving the Learner experience

•              Maintain all LMS related User Guides and Reference Materials

•              Supporting Clients and GP Strategies Colleagues with adhoc projects as needed under approval / guidance from the designated Line Manager

As a GP Strategies colleague you will also:

•              Ensure that the Equality and Diversity, Health and Safety and Quality Operating Policies and Procedures are adhered to within your area of responsibility and that any non-compliance is reported to your Manager

•              Ensure that the Corporate Values of the Company are actively promoted and implemented at all times

•              Support a culture that promotes teamwork and discourages divisiveness at all organisational levels

•              Act in accordance with your confidentiality agreement with the company at all times

•              Communicate with internal and external agencies, staff, customers, management and peers in a manner appropriate to your position at all times

•              Make decisions and implement actions, involving customers, employees, suppliers, partners and peers, which are in accordance with the values of the Company

•              Provide advice and guidance on Content Best Practice and improving the Learner experience

This job description is an outline of the main duties and responsibilities of the designated role but other duties may be assigned from time to time as the situation requires.

Essential Requirements

•              At least 2 years Learning Management System (LMS) experience from an Administrative / Support aspect (Plateau / SuccessFactors, Saba, SumTotal)

•              At least 2 years’ experience in Learning, Human Resources or General Business Administration function

•              Managed workflow through a Help Desk ticket  / tracking system

•              Proven ability to work independently in your role appreciating you are part of a wider team delivering services to a Client

•              Be self-directed and be able to manage competing priorities

•              Be Service focused with attention to detail

•              Be professional, well spoken, and able to interact with Clients and colleagues at all levels

•              Proficiency in MS Office applications (Outlook, Excel, Word, PowerPoint, SharePoint)

Desirable Requirements

•              Working knowledge of ServiceNow / QuickBase or other Workflow or Case Management tools

•              Formal LMS recognised qualification

•              Experience in wider MS Office applications such as Power BI / Power Apps

With more than 4000 employees in over 30 countries, diversity at GP Strategies is second nature! Beyond our locations, our culture focuses on performance and revolves around respect, fairness, and working collaboratively to achieve our goals. We support our People, no matter who they are or where they are from, because we all have valuable and unique perspectives and approaches. That's how great ideas are born, which enable us to work smarter.

GP Strategies is committed and proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth and related conditions, sexual orientation, and gender identity), national origin, age, veteran status, disability, or any other federally protected class.

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