learning management Systems AdministratorServiceSource International

At ServiceSource, we strive to find and grow exceptional people like you.
Working at ServiceSource, you will be a part of an engaging, energetic, and entrepreneurial work environment while having the stability and influence of a nearly 20-year industry leader behind you.
ServiceSource is a place where you can GROW, both personally and professionally, while expanding your skills in sales, customer success and people management.
The Learning Management System Administrator supports Learning Management Systems development and design. Provides support for all internal stakeholders and is responsible for the design, development, implementation, delivery, and maintenance of resources used for instructional functions. Acts as the primary point of contact for day-to-day user requests and helps adopt best practices. Considered an expert contributor and a subject matter expert within the team.
Essential Functions - Duties and Responsibilities
General
Manages day-to-day LMS needs such as setting up courses, running usage reports, updating banners and messaging, etc.
Answers and resolves technical issues related to the LMS system
Create and manage processes for LMS system maintenance.
Defines and documents process and protocol for content maintenance schedule.
Supports and monitors incoming tickets for issues that include answering questions and troubleshooting problems for users.
Develops and maintains LMS administration guidelines and procedures.
Writes and revises documentation for system configuration & standard operating procedures.
Coordinates and continuously improves LMS admin processes and activities cross-functionally to create best possible learning experience for the users.
Collaborates with the internal facing LMS Administrator to generate best practices.
Has awareness and of all new feature releases and determines how those changes impact the LMS and our processes.
Assists the review, testing, and implementation of LMS updates and enhancements.
Provides support to the IT Software Administrator for LMS system migrations, integrations, and change management.
Keeps current with external LMS trends and developments and applies learning to improve LMS processes.
Must be able to understand complex information and communicate the information to people with diverse professional backgrounds
Identifies future strategic development opportunities for the LMS as well as organizational needs and requirements for new LMS solutions or integrations.
User Management
Creates user memberships as needed and assigns appropriate access.
Manages roles, securities, and permissions associated with LMS access.
Creates and manages user structures including the creation of user groups.
Manages course enrolment progress tracking.
Provides support to users (i.e., trainers, managers, and learners) and assists them in using the LMS.
Course Management
Publishes courses and ensures those courses are appropriately catalogued and learners have the proper access.
Uploads courses, assessments and other materials to the LMS
Creates and manages the overall course structure and sets up course programs based on specifications from the instructional designer.
Develops and executes quality assurance and performance testing.
Monitors successful completion of courses and looks for negative trends that could indicate any potential issues with the course.
Archives courses when requested or when data supports this decision.
Collaborates with IT and the LMS administration community to manage the course asset library.
Analyses course reporting data and recommends strategic direction to management.
Monitors course reviews and surveys and appropriately responds to and communicates this feedback to internal stakeholders.
Troubleshooting
Provides first-tier troubleshooting assistance for users regarding logging in to the LMS and accessing courses. Collaborates with the LMS administration community on internal escalations. Collaborates with IT on escalations and tickets requiring resolution from the LMS vendor.
Creating and maintaining a centralized portal for learner support requests to be logged and tracked.
Recognize and resolve issues related to course design, IT-related issues, or other system issues.
Collaborates with IT on troubleshooting and resolving system functionality issues.
Reviews and monitors system performance.
Data Analytics
Manages LMS reporting requests, maintains and updates learning dashboard and metrics, and builds ad hoc reports as needed.
Delivers routine reporting and uploads training history monthly. Prepares reports, graphs, charts and statistics to support leadership and customer requests
Builds and analyses custom reports.
Generates and interprets system reports, generalizes findings and makes recommendations for process and utilization improvements.
Proactively analyses data to identify trends and uses this information to improve the way we deliver our learning and development programs.
User Community Liaison Duties And Responsibilities
Lead various initiatives to drive year-round engagement with the user community
Provides training/end user support for the LMS internally.
Define and monitor user roles including granting admin access, adding and terminating users as needed.
Help shape community strategy with a long-term view, including aspects such as communications, channels, potential programs and initiatives
Drive community metrics (i.e. views, positive feedback, deflection, etc.)
Share insights and work cross-functionally to influence product development, marketing campaigns, etc.
Provide support to internal enablement teams and other stakeholders on LMS technology to enable a high level of learning across the organization.
Continually think about how to provide more value to the community
Integrations
Manage the company LMS Platform, including key integrations
Qualifications
Required Qualifications
1-3 years working as a Learning Management System Administrator.
Knowledge of SCORM 1.2, 2004 and AICC tracking standards
Highly proficient in Excel or like spreadsheet tools, experience with advanced formulas and functions (vlookups, Pivot tables, macros).
Familiarity with Workday and backend data configurations
Familiarity with Postman API development to configure mass system updates
Familiarity with MS Teams and Webex Meetings
Excellent analytical, technical aptitude and ability to diagnose and solve basic to intermediate problems
Excellent data management/business analysis skills
Good written, oral, and interpersonal communication skills
Ability to work independently in utilizing all available tools in resolving tasks
Excellent proficiency working on multiple tasks and prioritize them accordingly
Always looking to innovate and improve upon existing processes
Deeply passionate about helping others
Exceptional customer-facing communication and interpersonal skills: able to understand and articulate the needs of the customer and deliver on those needs
Demonstrated success in customer service with the ability to identify customer needs and expectations and respond in a timely and effective manner
Strong technical aptitude and orientation
Strong judgment, problem solving and critical thinking skills
Preferred Qualifications
Familiarity with course design and development
Proven track record of delivering projects, on time, on budget and to a high quality standard
Prior exposure to training delivery and instructional design preferred
Supervisory Responsibility
This position has no supervisory responsibilities.
Work Environment
This job operates in a professional office environment and may be remote/work from home. The role routinely uses standard office equipment such as computers, phones, etc.
Uninterrupted home-based internet is required for this role. Applicants should have sufficient internet access in their homes to attend and host video calls, as well as perform essential functions of the role which include downloading and uploading of large files to shared network drives. In general, we have found that a minimum bandwidth speed of 20mbps is essential.
Uninterrupted home-based internet is required for this role. Applicants should have sufficient internet access in their homes to attend and host video calls, as well as perform essential functions of the role which include downloading and uploading of large files to shared network drives. In general, we have found that a minimum bandwidth speed of 20mbps is essential.
ServiceSource International

Philippines
Permanent
Full-time